Silverfast is a very powerful and useful scanning software package, however their support leaves much to be desired. I recently 'registered' my copy of SilverFast AI that I got with my Epson V750 Pro so I could access the software updates on their site. A day later the registration hasn't registered on their servers yet. After emailing them about the problem/waiting a day I have yet to hear anything. I went to their contact page to try and find a tech support phone number to get things moving but it says "our telephone support hotline in the USA is no longer available." and goes on to suggest I try their contact form, which I already did. If I had a more involved question I wouldn't mind the wait but if your website is having issues then I expect a prompt response.
If is frustrating when companies attempt to prevent unauthorized users from getting updates by using all kinds of Draconian methods, meanwhile making it a pain in the ass for everyone else.