This forum you're posting on is a User to User forum that's pretty much run by volunteers (us moderators are not under employment, we're simply long time users). UBB Systems doesn't really frequent the forums (just take a gander at the Top Posters box to the left).
A license grants you access to one installation of the UBB.Threads7 script on one site of your choosing, it is not hosted by UBB Systems.
Support via support ticket varies timewise; a lot of members just opt to post here and have the community help them with issues. There is also Ruben and my project wiki for support and my project UBBDev for modifications.