I kind of agree with this. I need to have that point-of-contact, so that if something blows up, they don't want to lose their commission, so they email the righ

I kind of agree with this. I need to have that point-of-contact, so that if something blows up, they don't want to lose their commission, so they email the right person in the company to get it fixed. The thing is, I actually had this when I first started with them. They were so small at the time, that I had one of the founders on the phone once and he told me all about how he studied cloud computing at MIT. But this was over 10 years ago. After that, they had phone support for a long time. Last few years they changed over to this way where there is no path to resolving a problem like this, which should be easy to solve, in an appropriate amount of time.