What you refer to is probably the Steinberg Zero Downtime service, please read here about it: https://helpcenter.steinberg.de/hc/en-us/articles/206532304-Steinberg-Zero-Downtime
Other than that we also have the usual Steinberg Support: https://helpcenter.steinberg.de/hc/en-us/articles/206530864-Contact-support
And this user forum here of course is also 24 hours, 365 days a year open 