I, too, want to put in my two cents about this.
Here is what I've noticed:
We have had some urgent issues come up (ex: unable to access data, can't print on AC cloud, etc.) since switching to the cloud version of Amazing charts. When we call Guardian Angel Support we are always told they are unavailable and we need to leave a message. We are never able to get somebody on the phone right away.
In the past, when we've needed to get somebody right away, we would use the online chat. However, recently we have noticed they are frequently unavailable using this method and we are prompted to send an e-mail.
The message on the website says: "Subscribers to Guardian Angel Support have access to expert technicians weekdays from 8 AM to 9 PM EST (5 AM to 6 PM PST), and after hours (for emergencies mostly*)"
We usually do get a call from a technician the same day, but it could be much much later after we have been unable to use the program or other key features of the program for all that time we have been waiting.
This is how I interpret it:
Amazing charts is not able to keep up with the demand for support, which leaves us feeling frustrated and wondering why we are paying money for Guardian Angel support that is not available when we need them to be. As far as we are concerned, if we are not able to access support right away in an urgent situation, than its like we don't have access at all.
Something that would work better for us is:
If there were some avenue through which SOME kind of immediate contact could be made, even if we are told we need to wait, at least the contact is being made (ex: someone picks up the phone, but we are holding in a queue, or someone answers the online chat but we are told that 5 others are in line to be helped before us).
