Thanks for the comments, Brian. I can't argue with any of your points, but I will mention that Keith and Ron are still with us and available to you. As Jesse noted (thanks Jesse), Be Communities is fine for quick questions, and a good place to start for non-urgent requests. I think you'll also find that our Knowledge Base (Wikis) is improving weekly with a concerted effort from our analysts to add content. Still, sometimes you just need to talk to someone. I think you typically utilize the Service Request Manager online to log SRs - I'll suggest you follow that up with a phone call when you absolutely need to speak with someone. The phone is still the best method to get an analyst relatively quickly. You should have my direct contact information and I welcome you to use it whenever you have an urgent situation or if you're not getting what you need through normal channels. I didn't find any unassigned SRs in our queue for you. Please email me the SR number and I'll make sure it has the proper attention. -jeffM
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