I know this has been asked before but this appears to be a moving target and different for different disciplines. When does a user post to the Communities and when does a user file a Service Ticket with TSG? I recently posted to the Communities and got no answer, so I filed a Service Ticket and was I was reproved by TSG that the Forums were the appropriate venue to get questions answered. Has the process changed and is that documented somewhere? I'm fine doing either, I just want to know where to go to get questions answered.
I'm choosing not to pursue this further. The programming group is acting as if they don't have to follow contractual obligations. We pay a lot of money to be able to file tickets and get responses, but to be told by one particular support group to post on Communities first is just plain poor business. We are a production business and watching the Communities is time consuming and makes us no money. We should be able to file a ticket and not have to wait 6 weeks to get a response from this one particular group.