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Support staff or even engineers are not in a position to be making that call. It’s a legal department decision, even if it seems obvious to you.

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This should be the most upvoted answer.

Yeah there are are startups where head guys don’t know that and developers jump the gun because they feel like they’re ones that have the best understanding of the issue at hand.

But of course that’s legal territory.

I agree that a front-line CSR or even engineer is not likely the right person, but surely then the responsible action is to redirect the request to the responsible department or person?

Absolutely, and companies that routinely get requests like this train customer service agents on specific trigger words like "license" or "GDPR" that must be redirected. Without that training, it's not obvious why "it's GPLv2 licensed" is more compelling than the last customer's argument that the device warranty obligates you to drop everything and immediately fix the minor UI bug they reported.

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