Thales’s Support Services offerings are described and limited by the Thales Support Services Offerings document which is available here:
Under the Support Plans section. Sales of such services are subject to Thales’s Standard Terms and Conditions document, which is available here:
The Guide to using Thales technical support “WELCOME PACK” located at: 
Any order of Support Service is an acceptance of such Services limited, defined and condition by both such documents and Thales hereby rejects
any additions or modifications to such limitations, terms and conditions
SUPPORT RENEWAL POLICY – is available here:

Customer Support Portal Registration: