Even though I paid for my software, Spacial Tech Support I think has moderated me off the ticketing system, because I was unhappy when they would not help me.
AFAIR there was an official notice in a newsletter last year or two years ago that SAM 4.x is now officially out of techsupport/maintenance.
They will continue licensing support (i.e.: resetting license activations and keeping the servers for activation alive), but no more Tech support.
After all they provided tech support for way over 10 years and at some point you just have to stop.
Also: Port-Forwarding/How to set up your router is way out of the scope of "problems with SAM" covered by tech support.
This is really your own thing. Not even the ISPs I know would provide help with that. (Some business accounts have paid-for/remote hands on support options at ISPs around here in Germany, but on consumer plans you're usually left with the user2user community support)