Are your people using encoded characters in their URLs? Does it break when they use unencoded characters?
On your other point, free and starter licences (which means everyone using up to 10 people) do not have access to support, they will redirect back to the Community here. We do what we can to support people, but it's not technically support and we're not obliged to do anything.
(Personally, I don't care - 3 users or 30,000, if you have a problem or a good question, I'll try to answer if I have anything useful. I think most other community members think like that too)
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