Alarms not clearing

I've filled out the Support form twice and received zero reply after several days.

I phoned the Support line and left a message asking them to contact me and received no reply.

I have many monitors which go into alarm status late at night as backup and maintenance processes stress the servers out of hours. Of course, once these processes have finished, the stress goes away and OpManager shows, eg 1% CPU usage. Even though I have a rearm value of 84%, and 1% is less than 84%, the alarms don't clear themselves.

For example:
It's July 8th.

In my Active Alarms, I have a CPU alert from a server:

Trouble

1 Jul 2015 09:36:41 PM PDT

CPU Utilization is 91%, threshold value for this monitor is 90%: Top 3 Processes:-sqlservr - 49.999%;WmiPrvSE#4 - 0.725%;WmiPrvSE#3 - 0.725%

In the monitor, it shows it last polled at 8 Jul 2015 08:32:05 AM PDT, last polled value is 1, rearm value is <= 84.

Why does the alarm say "Last updated" = 1 July, and the "Last Polled" = 8 July?
Why are these alarms not clearing themselves?
Why is Manageengine Support not responding in any way?