If you are referencing Freeflow Print Servers a tech is required to do them if in the USA or Canada.
Not sure how they are handled outside of North America.
As for GSM, I think it was probably GSN, which is a website you have no access to, the tech goes there to get the license file, he then installs it on the Freeflow. I suppose it is possible the person you spke with thought you were a tech and could get to them.
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