In the support policy PDF, I see this:
>Resolution: An answer, fix, bug report, or satisfactory workaround to the support request. The time for resolution begins once the TSE understands the request and is able to reproduce the problem at hand. Bugs filed and fixed will be generally implemented in a new, future release of the product.
That appears to say that if a bug is actually found, then the ticket will be considered resolved *once that happens*, and that an actual delivered fix to the customer won't happen until a new release comes out.
Am I misreading that?