We have the same issue. Logged support calls are not answered or if the Engineer change we need to explain everything again.

The troubleshooting is done more in the community by customers instead of the support team. References to the calls are not read.

Also Snow have a massiv quality problem with there releases at the moment.

Just the one i know from:

SLM 9.14 -> destroy our installation

SLM 9.16.1 -> Webservice Crash after installation

Inventory Server 6.7 -> Issue with the garbage collection, blocks hole SQL Server (https://community.flexera.com/s/question/0D769000008JWyr/detail)

Inventory Server 6.7.1 (Fix of issue with garbage collection) -> new issue with permissions and release is retired

SRS last week kills all Software assignment on computer Objects. (https://community.flexera.com/s/question/0D5690000AwBqFZCQ0/incorrect-srs-rule-causing-unassigned-software-issue?t=1637652663706)

When you delete / archive a Computer object with an ID that is coincidentally the same as a licence or Agreement your custom Data will be deleted... (https://community.flexera.com/s/question/0D5690000AolTgrCQE/deleting-of-custom-information-in-licences)

But the main issue is, that there is no response from Snow support when opening tickets. We have also escalate that several times with our Customer Success Manager and also with the Management from Snow. But nothing change. Also the lag of a Problem Management is big issue. If you have an incident you open for everything a separated ticket where then separated engineers are working on.

Same here, and I am also hearing this from customers.

Cases opened remain in status "new", Even cases related to the SRS behavior.

Looks like curently the Customer Success Managers have to step in, thanks a lot to these. 👍

Thank you for your partnership with Snow. Please rest assured that ensuring that we meet our own response targets is a business priority that we take very seriously. Recently, we have experienced unprecedented demand for our support services and are actively recruiting to ensure we have the staff available to support our customers. We will be in contact with anyone who has raised a concern here to address your issues raised to the Support team about the service we provide.

Our customers are at the very centre of what we do and we are always striving to improve. Please do reach out in the meantime to me pernilla.lindsten@snowsoftware.com to raise any additional feedback.

Kind Regards

Pernilla Lindsten

Senior Director Support & Quality

Snow Software