For the second week in a row we have had issus with our Dedupe database. Last week a co worker of mine managed to get support to re-build the DB, which took all evening. The following morning we had continuing issues so I tried reaching the person who had helped my co worker.
I left messages. I updated the case log. I called the hotline and asked to speak to the next available tech. Sometime late that afternoon I discovered that the person who had helped the day before was off that day. This is fine except my case (high priority) was left with no support.
I emailed my sales rep and asked if he could help. Soon after I received a call from a support engineer that assisted me.
Today I opened a ticket at 8:40am. I uploaded logs, etc. I received a response shortly before 11am indicating that the support person was examining my logs and would get in touch with me. He finally got in touch with me at 3:23pm after several calls and requests for assistance.
Seems like they need more staff.