We've made Concrete CMS free and Open Source to help build a web for the greatest good. Part of the way we fund the project is to offer hosting and support. When we're hosting your site we can get into it, we can see what's happening, we can connect you to partners who have been certified and provide great solutions to match your needs.
When you host your website with another company, you should start your support questions with them.
If you're hosting with PortlandLabs (the team leading Concrete CMS), you can open a new support ticket from our online support desk.