TestComplete Support Tickets poor response times (#00539147)

Hi,

We have paid for support and lately over the past few months the service has been extremely poor.

Has there been some changes in SmartBear causing this?

Our account manager, Cristen Connolly is almost impossible to contact, with no out of office or assistance escalating issues.

There has been zero response from the normal case management portal as well.

The level of support is a key purchasing point of TestComplete over the years I have used it.  I have been able to stake my reputation on it due to the excellent support.  I'm seriously begining to doubt that now and an hoping its a "glitch".

Our company is expanding and we need to upscale the automated testing involving more people and we may have to review our continued use of SmartBear products.