I might be weong, but i believe Centos web panel support is not included in the pro version unless you pay extra.
I have submitted requests through contact form...they never get answered.
You just have to post on the forum and hope someone answers. Another option is to try stack exchange. I get more sense out of "stack" than I do anywhere else.
One way of telling a great product from a crap one is by looking at the number of unanswered forum posts! It amazes me how many developers do not understand Google rankings...ie all the unanswered posts rank on Google (a lot on the first page)
IT companies with the best reputations always do their utmost to provide first class forum interactions with customers and staff.