Since Service Desk Plus went to a free model I have noticed the level of support has fallen considerably.  It often takes over a week to get a response and even then it's a question that has already been answered in the initial report.

I have spoken to support team managers and been told that the release of version 9 caused many issues and the support teams are busy.  It seems that the support team are more concerned with closing a request quickly rather than the quality of information given.

As a paying customer it is not my concern if you are busy, I am only concerned with getting issues fixed.  It is almost useless referring to the Admin guide as that has not been updated for version 9 yet!

Please can you tell me the plans to improve the level of support given to people who pay for the product and timescales for when we will see these improvements.

Thank you.