Hi,
Seems like there might have been a step or two that was missed during installation. However, I'm surprised you are having problems getting support. Not sure if you tried to email them, or raised a support ticket. If you've not tried the support ticket route, then click on this link:
http://support.spyhelpdesk.com/requests/anonymous/new
It's a direct link to raise a support ticket.
They are usually very good at replying, so hope this helps.
SPG