What is your experience with the quality of technical support for advanced users?
I attended DevLearn this year where I met with new and experienced users of Storyline. Our organization won't switch to Storyline unless we are sure that support will be provided in a timely manner for issues that cannot be resolved through basic forum support. While I understand that the forum serves as a major source of support for Articulate users, I was amazed to hear the varying degree of support people have received from their technical support team. Those who were new to the program seemed to like the level of support for fairly basic needs. However, when speaking with individuals who have been using the program for 3 or more years, there seemed to be a consensus that the forum serves as a better level of support for resolving complex issues and identifying possible bugs. Experienced users with 3 or more years shared with me that most of their complex issues took months before technical support could provide an effective solution. This is obviously a concern for us since we need more timely support for any complex issues that may arise in a way that won't impact our courses and learners.
For those that are considered advanced users, what has been your experience with technical support for complex issues?
(I understand Articulate staff will want to weigh in but I prefer to hear multiple perspectives on this from long time users.)