I'm submitting this as a discussion as I haven't found a better way to complain about this issue.  I will start off by saying that you guys have a great product and it functions great most of the time.  When I have issues is when the big glaring beast rears it's head.  Your support for Manage Engine products is the absolute worst I have ever encountered in the IT realm.  I have yet to submit a ticket and get a same day resolution.  Every time it takes almost 24 hours just to hear back in an email and it's a response from a basic tech asking all the basic dumb questions like have you tried adding the user to the security group here or have you tried this setting.  Most of the time they are asking questions I have already answered in the ticket.  This is a language breakdown pure and simple.  I have only spoken to one tech that I could actually understand.  This latest bout is even worse.  I have been trying for a week to get a technical call scheduled and told the guy I'm available pretty much any time 0830 - 1700 Pacific Standard Time so what does he do.  He schedules the call in an email at 0400 for the call to take place at 0900.  I get held up in the hallway for 25 minutes and hadn't seen my email yet and now I've missed the call.  I reached out immediately after the call and said we could try again anytime that day or the next and still haven't heard back from him.  I have a product that expired and I can't put in the damn license. 

Plain and simple you need to have a support desk that supports customers in the US, in their time zones, and speaks English fluently.  I left sysaid for the same support issues and I'm not afraid to do it again.  I know that I'm not alone in my feelings towards support as I have spoken to a few of my colleagues and they feel the same way at their companies.