Any one else having problems getting support from Sugar?

[salesagility]

I've had two (paid for) cases with SugarCRM support and not heard anything from either since the 16th.

Are they always this slow?

Are they snowed under?

Are the support guys on strike?

[JVWay]

Don't know about paid instances but under an enterprise contract they are extraordinary. I get responses and often phone call backs immediately. No case has gone unresolved and only one case did they not have an acceptable answer for, but on that case I was asking for something that was pretty far out of normal support requests and the issue is resolved in 5.1. So I can't complain too much.

Yearly support is really not much and has been more than worth it to us.

Jerry