We are able to respond to the following kinds of ticket without requiring a commercial support account:
Report a bug:
Notice a malfunction? ocPortal isn't behaving in the way everyone would reasonably expect it to?
We also consider non-bugs (usability problems) worthy of being reported.
General questions that don't fit into the above categories need to be asked on the community forum, or through a commercial ticket. Unfortunately we aren't able to provide official consultancy on ocPortal capabilities/usage except as a part of a project quote or through our commercial support, due to the free nature of the product.