Possibly it seems to me your understanding needs some clarification.
The statement says this is not the place to as for official support. There is an proper channel for that.
Like the beta program, the community is a space where we can all share our knowlege and contribute from our experience if we want to with the view to building a knowledge base free for all. No obligation on our behalf and also no obligation from Victron staff to be involved. (The obligatory channel is the official support link).