Is anyone else frustrated by support, or lack thereof, when contacting LabTech/Automate support? Ever since "consulting" became a thing, they don't seem to offer support beyond releasing a license to rebind to a new IP - all I get these days is a constant fight with them, telling me to contact Consulting and "set up a scoping call" because they don't have the knowledge to support the product. Can this even be real? I have a hard time believing I am supposed to pay extra just to get support, beyond what we've already paid with our support agreement. We are right at the 5500 agent mark, are they just scared of installs bigger than 500 agents? Is support training on the product too difficult? For sake of clarification, I now avoid absolutely all contact with support if I can help it at all - I contact them only when there is absolutely no documentation to cover what I'm looking at, and the problem is solely within LabTech/Automate as an application.
Are a lot of other people getting this too? I now have a ticket for an issue saving edits to groups (can't save, button does nothing) - I can edit the database just fine to do this if absolutely needed, so it's not an emergency, and I told him as much. Take your time, talk to colleagues, we just need the information is all. All I need is information to fix it - not a scoping call with a consultant of any sort. Heck, I'm not even asking them to fix it for me - just tell me what I should look for, really. I can't even get that. I've offered whatever access and information about the environment that is desired, full and complete access and transparency. Nothing from support but "paid consulting". My original ticket is now closed - and a ticket was created that bounced around a few people in management, who today after two phone calls and a LOT of information about the issue, now sent it back to the account manager saying the same thing.
If this is a common experience, please someone say so, so we can make a more informed decision as to what to do next, as we've had it at this point. We cannot continue to pay the licensing costs and not even get the slightest amount of support with it.