Jade Solutions are a Silver Partner and therefore do not have support portal access. Your support account will allow for software downloads only. If you would like to engage Aerohive support for assistance, you will need to raise a ticket with you distributer.
I was in the same boat. I think you're only covered by telephone support. And yes it's a shame that Aerohive doesn't let you create tickets on behalf of the company.
We are now paying for a premium device and must also pay our integrator(actually they don't integrate but only sell and we integrate) to make a ticket at their distributer because most distributors only work with resellers and not end clients.