Does anyone have any suggestions to get support to have any sense of urgency? We're a new customer (4 months) and I've learned to send my diag, the conf file, etc. Before, I would get a response... (1 day after submission), need diag. OK, I send diag, another day passes by, then they ask for something else. There is also no way to provide feedback on how the ticket was handled.
Even after providing diags / conf files, it still is a multiday process of asking basic questions. I'm used to support from companies like CommVault, 4 hours...someone is one the phone, done!
I get that they want people to use PS (support engineer actually said he was forwarding to PS!), but the specific issue I am asking about is not a walkthru... Just a question as to why a specific stanza for printmon (job) is not working. YES, I guess I could post here, but for the amount of cash we paid, I would think that support would be...adequate.
Product is AMAZING...Having so much fun. Docs can be a bit obtuse, sure... But, overall, this product is nothing like I've ever seen, just amazing! Wish their support services matched their product offerings.
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