Hello Maxim,
Thank you for the correction. You’re right that I mixed up the scope of that support contact. The email softwarefactory_support@se.abb.com does exist — it’s listed in the ABB Community FAQ for RobotStudio installation and activation issues (posted by Kim from ABB here: FAQ - Installation & Activation). However, I incorrectly assumed it also covers RobotWare add-in/option licenses like PROMIA too.
I apologize for the confusion.