Does anyone know the escalation pathway to get some movement on our tickets? 

We launched Endpoint Central late last year and had a great experience and so we were optimistic going into the ServiceDesk for Cloud configuration and launch. However, we are 6 months into the configuration and 1-month past launch and we have multiple opened tickets that have been open for months for basic functionality. 

We have sat through hours of calls with our rep and people from dev with only more questions and no solutions. 

We are pretty much out of patience at this point. 

Is this experience unique to our company? Or has anyone else experienced these difficulties? 

Thanks.