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Is there even support for this thing?

I've had a support ticket open for nearly a month now, logs attached, detailed description on how to reproduce it.  Multiple captured instances.  Symptoms and observations.

To date I haven't even gotten a "We're looking into it."

To be clear, the software isn't even working for me at all.  Not a minor glitch, but a complete failure.  Is there just no support for this thing at all?

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There is definitely support, but we're particularly slammed right now and looking at the date you sent in, it more than likely slipped through the cracks. I'll look at your issue today though! I apologize for the delay.

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