Wanted to get a feel from the community on what your experiences have been like with suport. In general, I like the product, but I've been frustrated by the support, primarily in how long it takes them to respond. We had a recent ticket where Webroot was blocking legit files where we had overrides both for the files (via an MD5 hash), and also overrides to not scan the folder and not to report malicious activity. Despite this, we were getitng hundreds of emails a day saying there was malicious activity. We opened a ticket with support and it took 19 hours to get an initial response which was "send us logs and we'll creae a global override." Then it took two business days (with a weekend in there as well) for them to fix the isuse. The issue was with a critical app that we use at a critical time of the year for us and it had a significant impact on us. So, ticket opened Thursday, response on Friday asking for logs, logs uploaded Friday and then a final response on Tuesday.
We spoke to our reseller who also said they've had slow responses from support as well and they're moving to Sophos and are recommending we do the same. So I wanted to get a sense from other users what their support experiences have been. I know every comapny has issues on occassion, and I understand that. But we want to know if our experience is typical of other people's experiences. Thanks in advance.