Actually what you need to do is get their username and password for wordfence.com (they create this when they buy premium) and login to https://support.wordfence.com to open a ticket.
Since we can't actually discuss premium features or paid offerings in the forums per moderators rules (Sorry Jan!) I'll close this and look forward to helping you there.
If you have any other account related questions before getting the login information you can email them to genbiz [@] wordfence.com
tim