Starting with Resilio Connect v2.12, open support cases are licensed and counted.
Each new support ticket, submitted either through the Management Console or this webform, takes one available ticket in the license. Contacting support team through a direct e-mail is not supported.
The total number of tickets and number of tickets used can be seen in MC Settings -> Licensing.
Generally there are 5 levels of a support request. Details on each of them can be found here.
Level 5 is the highest priority and is licensed separately - it's the "Critical tickets" counter.
Levels 1 to 4 are in common Tickets counter queue.
New level - level 0 - was introduced in v2.12. It's not counted and this level must be used when submitting some debug logs additionally to an already opened and currently investigated support request.
When submitting a new support case, Admin is notified about the availability of tickets of selected level. Open tickets are counted only for new subscription license type. Tickets in trial and legacy subscription licenses are not counted, even though licensing info shows some total number.
Both, the Management Console and the web form force the number of tickets available for subscription licenses. Number of tickets in legacy or evaluation licenses is not forced.
If admin uses all the critical tickets, the form automatically switches to tickets of lower impact level. If admin runs out of regular tickets, only level 1 becomes available, which is the lowest priority.
You might want to contact your Resilio Connect sales representative to have some more tickets added to your license.