You purchased an appliance from us, of course you can contact our support.
pfSense Gold and community support are two separate parts:
pfSense Gold - access to HTML version of pfSense book, pfSense Hangouts (videos) etc. However, pfSense Gold is now free to all. See this blog post.
Community support - that's this forum, where together with our community we can help out with software issues you may have. However, in case we notice a customer with a technical issue our support can handle faster and better, we usually just point customers directly to our support.
I hope this clears it up. So please contact our support and reference this thread. They will be able to assist. Thanks!