SIS support

Good support is such a key component of any technology company. Transparent, responsive, and knowledgeable are key factors to good support. Unfortunately for us we dont get that from our current SIS vendor.

We went through an upgrade to a newer version of the SIS program which changed the database technology backending the solution. Since then we have not been able to perform a restore of the data to any point in time. We were able to do this on our own prior. It is fairly apparent there is a serious configuration issue in the setup of the new build, a setup we paid them to conduct. After failing to attempt a restore we opened a ticket to try and resolve the issue. We built a VM environment to conduct the testing in.

We got to a point where the tier 3 tech we were working with said it must be an issue with the VM environment (even though we received the same exact errors in production). I can understand the stance that it is potentially the VM snapshot that has exacerbated the issue, however instead of technically going through the troubleshooting process to figure out what is wrong with the backend in the VM envirornment and attempting to address this correctly we were told to just conduct the test in the production environment...

This is one of the worst companies i have worked with as far as support of their product is concerned in an enterprise environment, and this is the one with among the largest install base...