Just did the update today from 2009 to 2014. Emailed Alex and received reply within minutes. After PayPal, files were available for download, again, within minutes.
The files took a while to download (15+GB) but eventually all came in. Installation code was received a few hours later. Transferred files to USB sticks and then to the car. Process was simple, if a bit time consuming, babysitting the update so the Nav screen doesn't blank out.