I find the best way to get help is to use the "ping" function within AC itself. They'll almost always take your ping quickly and if a phone conversation is really needed to clarify things they'll usually take that on. I've even done "go to meeting" once or twice so they could fly our computer and see the problem first hand. Between the phone and gotomeeting it usually works out OK communication wise.
But it is strange because it seems one day support and response is awesome and then the next time goodness knows what is up. But AC is a smaller company on a tighter budget and so there you have it.... Welcome aboard!
