Just so everyone knows the phone / remote in support model has changed. Make sure you are prepared.

Just so everyone knows the phone / remote in support model has changed. Make sure you are prepared.

This is not your fault Dinesh - you are great at your job! I very much appreciate all the help you provide for me and all of us here.

Everyone should be aware of the change - for example - the next update causes an issue for you that you can't fix and you call support for help with it - OOPS no one will answer your call. You have no help and guess what else, you now have an outage! Could be a long while before you can get support unless you pay ahead of time. That's not a fun call to have with your boss, 

Notice no more remote in support????????????!!!!!!  

Can't express in words how much I hate this decision!  We all deserve the phone support as part of our license. 

Thank you for taking the time to share your feedback. Please refer to the following documentation that explains our Support programs.

https://www.manageengine.com/products/service-desk/premium-support.html

You can also contact us anytime via email or chat. For critical issues that impact your business, our team will prioritize resolution regardless of your support plan. Also, we've integrated Zia assistance into our chat which can help resolve most common issues quickly.