One thing I would like personally is a notice that the ticket investigation has started, or even has been seen, on a post.
I've seen one ticket today that's over 9 days old without even initial feedback on it, just a chaser by the OP.
I've logged a P1 ticket for us today as we can't do any work with the feed out, but no idea if it's even been seen by the support team.
I agree 100% with this comment/request. My dev recently submitted a ticket and we followed up three times before finally receiving any acknowledgement that the ticket had even been read after 12 days. In general, ABP.io is marketed as an enterprise grade solution, and as such, commercial license holders should be provided with enterprise grade support. Project delays can be extremely costly, and the only thing worse than bad information, is no information at all. We received a response, however it did not address the issue fully, so we are continuing to struggle to get the project back on track. My suggestion is to recieve a real acknowledgement (not automated) within 24 hours of being submitted from the assigned support specialist. A full response should be furnished within 48-72 hours (or 2-3 business days).
Day 11, and no response. Not sure where to turn now. I paid for a commercial license, in part, so that we have access to support when needed. ABP.io advertises itself as an enterprise level software platform, and therefore we expect enterprise level support. Project delays can be costly on many levels, so 11+ day response time is inexcusable, and not even having an acknowledgement of the support request leaves us wondering if anyone has even read the request. Please respond in some manner ASAP so that we know that this is being worked on.