Hi revaxarts,
We want to reflect what is being bought so that buyers understand that they are buying both a license and a service. Amongst other things, this will also allow authors to more accurately define and describe their earnings for accounting purposes.
This article should help explain how earnings of supported items and support extensions are calculated.
In the item support policy we have said this “Response times by authors can vary depending on the volume of inquiries, the nature of the request, and whether questions have already been answered or support has already been provided (see ‘fair-use’ later on).”
We expect most buyers to be reasonable and accept this but in the instance that the buyer is being unreasonable or the author cannot be reached, and is not active on comments, etc. then the Envato Help Team will assess the report on a case by case basis.
Cheers!