We have had a charity/non-profit organization version for Backup Exec (provided as an NFR) available for a number of years and versions but not in all countries of the world. If you look at the information within the website posted it does define the rules for eligibility (in one of the tabs)
With regards support cases, we do help such customers via these forums, but as it states you would not be eligible for more formal support mechanisms as such if you run into an issue that is too complicated for web-assistance then you would need to purchase a full edition of the product via one of our resellers to have that kind of support. (if using a non-profit NFR then would suggest one of the capacity based editions as you may be using something that gets disabled if you go a-la-carte when changing to a full edition). If you are having problem with our resellers not being familar with this type of non-profit NFR, then it is possible our customer care can help. You can speak to our customer care team about this sort of thing using the support phone number even if you do not have current product maintenance/support. https://www.veritas.com/content/support/en_US/contact-us.html
Note: If your issue relates more to training and not a specific product problem then you might want to use our education services https://www.veritas.com/services/education-services
