How long to wait for reply from support -- do they ever reply?

If you follow the correct procedure as outlined under support on the BI website your response time will be much quicker.
"for quickest support, please first use the Email support now button on the Options page in the software, then paste this information into your message".

The harder you make it for support to help you the longer you wait, simple.
 
I did that, three weeks ago asking to buy another license for remote management. Still no response.
 
Followed the support instructions, have active support, never received a response in over 3 months.. and I was trying to buy another license.

Still going to renew my support. Sounds like he has a lot going on.
 
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