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Closure of support ticket without any confirmation

Hi everyone

I wonder if I am the only one who gets angry, goes mad, bursts with anger etc when your ticket is closed after 20 days of opening without any confirmation if you cannot response that ticket for a week for example, or after 10 days of last response support says that "I checked the logs and saw that there is a connection issue. Please check your FW.". Come on guys we are IT too the first thing we will check is connection.

In this community, if there is ANYONE who can get corresponding SUPPORT from arcsight support team please tell me what to do to reach your level. I will be really really appreciated.

Thanks for listening...

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Re: Closure of support ticket without any confirmation

Whenever I have an issue with support, I tell my sales rep the ticket number and they have it escalated. Sales reps like to keep us customers happy so we keep giving them money .

-Andrew

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Re: Closure of support ticket without any confirmation

Do you have standard support or a higher level? We can only reach local partners in Turkey and believe me they are complaining this situation much much more than us...

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