Is this kind of support allowed. Does it play fair with the current Envato support guidelines?
Maybe off envato but I doubt very much they would be allowed to advertise this on their item pages here.
I will flag it to people in the know but may be worth asking support also.
This seems like a double standard to me when Envato already has a support thing in place. If one is not offering support through Envato platform then that seems to be understood. But, it seems they already have support ticked for their theme on Envato.