I am extremely dissatisfied with the support I receive from Manage Engine's Password Manager Pro application.

Support requests I created online mostly go unanswered unless I follow up with a phone call. And even in those cases I get support  it takes more than 24 hours. Sometimes it goes totally unanswered. Is this how PMP do business ? I mean, I am not a freeloader. My company pays for the license and the support of this software. And it is critical to our infrastructure administration. Not a fringe app which nobody cares if it goes down or not. 

When I call the support phone, the connection is always horrendous and even if it is not, nobody human picks up the phone. I have to leave a voice mail after a mechanical greeting recites a generic message and hope for the best ? So far more than half of my phone calls went unanswered in any way shape or form.

When I create a support request online, I don't get to see my ticket number. Unless someone calls me back and I remember to ask, I have no record of logging a ticket, hence no way to follow up.

I am seriously questioning the decision to go with PMP, which predates me at my current position. And I am starting to look around for the alternatives to suggest to my management. Because this level of support is unacceptable. Heck, I get better support for a free product like gmail which I use for my personal communications.

Is there a magic way to get hold of a live representative to get timely support or making someone to call me within an hour or two, like IBM support does ? After all, manage engine is a for profit company and customers should expect some commitment for support, not whenever or maybe attitude.