Is it true that with star-cd you request which office support you and which engineer? Cheer dolk

You generally get support from the office that sold you your license. If they don't know the answer to a question, they will pass it back up the chain until someone does know the answer. Under certain circumstances (as in perhaps you are trying something way out of the ordinary) you might go direct to either London or New York if the local support agent cannot help, but not usually. Local agents keep a share of the license fee and that is used for local user support.