Quote Originally Posted by sharfuddin View Post
SR#101067886971 opened on 8th May.

The backline Engineer assigned is a very helpful and cool resource. I had opened several SRs before where he helped.

Unfortunately he might be the only SUSE HA support personal in the European Support Center and has very little time for our case. He only managed to even respond us ONLY once per week, you can well imagine how over worked he must be.

Let me share a single example; after a long pause(despite several pings) he responded us on last Friday.. we responded him the same day with all the clarification and information required but from then there is a complete silence from him again. We dont know if he is working on our case or he is stuck again with some other critical cases.

Very disappointed.
Thanks for letting us know.
I have sent this to the Manager of the SUSE support team.

Mike R