I appreciate your feedback and thank you for taking the time out to post this message.
In particular to the issue with ServicePack install, I had a chance to research your open case with support to investigate what was taking place to see how I can help. I see that you've come across an error "Failed to install patch #XXXX".
The error is an intended stoppage and prevents our product from binary mismatch which if not checked would cause serious problems with application behavior. I contacted your assigned engineer and made sure he had next steps figured out to assist you, checking recent case notes it reads that you're making progress.
From that perspective the long term remedy is to have the software, take that next step that is current performed as a manual effort - where Simpana will heal its registry/binaries on its own and not leave you in a stuck state.
To answer your first question we have a large Product Test and Certification team which are some of the hardest working individuals in CommVault. My support organization works closely with that team to report on what we're seeing from a customer perspective, assist with building out test cases and both teams operate in a dynamic environment to stay on top of a fast growing IT landscape.
We definitely don't want you to spend more time fixing Simpana and rather you were enjoying its features than troubleshooting. I see that you have other incidents open and I have contacted the local support director to your area for coverage on those cases. The support folks will help to speed up your outstanding issues hindering use of Simpana and assist with any other items you may need.
Please let me know if there is anything I can do to assist - you can contact me at email@example.com