I created an SR Ticket pertaining to a problem related to ZCM 11.
Upon escalating my request to 2 level support, I only received 1 respond and after that i receive no status update within 2 weeks now.

I tried sending a follow-up email but still no respond. I even ask our Account Manager from SuSE to provide assistance but mentioning i should contact a 1-800 support line?
I'm thinking of escalating this matter to higher management that i know off but wanted to try this option and see if my concern will get look into.

This is the first time that I experience such poor SLA. I'm now having doubts about the "Priority ZENworks Configuration Management Enterprise" that our company avail because it doesn't seem to provide any benefits from us.

I hope this incident can be look into. If you can provide a contact person that i can escalate this, that would be highly appreciated.