Ok, at one point (as far as I know) everyone could see the "support" menu on the sidebar. I've set up test users and submitted tickets, and one real user submitted a ticket.
Now, though, my test user can see the "Support" button, but the real users I've logged in as to check can't.
Initially, I had "Pro Sites" installed as well, and I've tried network disabling that.
Unfortunately, I didn't find out fast enough to time-stamp it with one of the updates that came recently, but that's my suspicion. So, I'm wondering if anyone else has seen this happen?