I have had tickets that are taking two to three weeks for answers even with simple issues. Is anyone else having this problem? Support used to be quite good up until a couple months ago.
Do you have payed support? If you google a bit on this forum you will see that SC hardly ever answers questions. They have a good product, but support is close to none. But the forum can be really helpful. So try to post your issues here.
Yes, I have paid support. Their support has been totally great in my experience for a long time. Just seemed lately to be tardy so I thought maybe it was due to something specific. The folks there are wonderful.
Up to a month or two back paid support has been great and helpful, but it took a week for the last small issue. Maybe staff are on holidays, or a major “all hands on board” was called to finish a project off??
I don’t know. As a reseller I can’t get into contact of them. I see all kind of ‘goodies’ presented on webinars, but the real issues (like vulnerabilities) are totally ignored. Asking for status … well my last email from the dev team was in august… Not sure what to think about that.
But it’s good to hear that the payed support has been improved significantly, because my experiences where very poor and decided not to buy that any more. But that was due to a few years ago. But to read your issues, again, I don’t know what to think about it. It simply happens from time to time and probably will be ok in some due time. SC is not very good in communciation. I have a feeling that integrating all the ‘goodies’ is giving them more headache than they expected. Then they tend to forget their customers.