Not sure what has happened to phone support. 

But it used to be if you had an issue you could call support and a technician would answer and provide you with support.

Now you get placed in a long queue where no one answers and then sent to VM. Chat doesn't seem much better fwiw.

This to me is not acceptable for a product(s) that are mission critical for many companies. We reply on phone support being available 24/7. 

I guess I have to schedule a support call - how do I do that?

Has the support model changed at Manage Engine? If so can you please explain how it works now?