We did in fact purchase Prevx a few years ago. At the time, Prevx was in the process of developing new technology and it was this new technology that we purchased and utilized. Webroot obtained the lead developer with Prevx and he is now a lead developer/executive with Webroot. The technology that we are now utilzing is not technology that Prevx was utilizing when we purchased them. So in essence, Yes we are using Prevx technology, but it's technology that had never been previously released -- and hence why we built the product from the ground up.
And Yes -- in a limited fashion. You can open support tickets and call support to have issues investigated and resolved. However, if a trial (or FB) customer requests direct support (meaning one of the support guys will remote-access into your machine to fix the issue) then we will request that the customer become a paying member first.
So yes you can get support and help for your issue, but if you're requesting that we remote into your box and fix the issue ourselves, then we will ask that you pay. Pretty fair I think.
** Or you can always just ping me for threat-related issues.**