SW Support times

mark_wiggans

Hello-  

For those who currently have an open support ticket with SW please note that we are experiencing a very heavy case load at the moment due to the v 8.5 release and we are attempting to work through the issues in a timely fashion. We do apologize for any unusually slow response times regarding your issues. If you are having difficulty getting through to support I would encourage you to post your issue here in the forums and hopefully it can be addressed by other avenues. In the interim thank you for your patience.
 

bleearg13

To be honest with you, it's not really the support times that get to me.  My only criticism with the support is that they don't seem to take advantage of your ticketing system.  I often find that I am repeating the same information over and over again, as well as sending in the output from the new diagnostics tool over and over again. 

If you could do one thing with the support team, it's to please get them to review the ticket and any attachments before asking for the same information repeatedly.  It gets kind of frustrating after the third diagnostics output request and fifth problem description. :-/