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Re: How long does technical support take?
I have similar experience with the technical support. I had some JLink question a few weeks ago. It took them a week to answer it and the answer began with "Here is what I found in Help Browser" :) Needless to say that I, of course, saw the page in the Help Browser and my being not satisfied with the information I found there was the sole reason I turned to the Wolfram support. They have customer feedback form at the support site where I set "Helpfulness rating" to 1 (0 was not available). Shortly I received 'apologies for this delay' email from the support manager with the explanation that the staff was busy at the annual conference. I gave up and eneded up not using the JLink feature I had hoped would be useful in my project. I looks like the only value of the Premiere Service is free upgrades, the support turned out not to be particularly helpful in anything beyond finding pages in Help Browser. Alex