Hi,
We did not build this model, it comes from our seller platform (codecanyon.net). The do not offer subscription based sales, so when you buy a product, it is yours forever – including all future updates – however you can extend a support period if you want to.
With most companies, you need subscription for both updates and support, and usually the fees are higher.
The downside is, that codecanyon does not have a unified system for support – they give us access to an API, where we authors can verify purchase codes. It is up to us, how to deal with that. For this particular product, you can purchase a support extension here. You will have to log-in with your account, for which the original purchase was made. Unfortunately we don’t have access to the codecanyon.net accounts, nor sales, it is fully managed by them (it is sort of like google play).
Because there is no unified system for support, we chose a modified forum base, it seems to work very well – judging by the number of tickets and users. I understand this is not the best for everyone, but we do the best we can.