Email vs. Phone Support

[chuck.boyer]

We are considering upgrading our email support contract to a phone support contract. Does anyone out there have opinions on the change? Is it worth the extra money? I'm currently not pleased with the response time when I submit a trouble ticket through their email system.

Thanks.

 

[cyberrobin]

Calling will be harder when you live outside the USA, like me, The Netherlands.

 

[chuck.boyer]

Fortunately we are located just outside of Washington, DC. Many think we are in Austria when they see the Vienna in my profile.

Ironically enough I live within a 5 min drive of SW-Soft headquarters, but I can't get them to resopond quickly to an email.