[bayraktar]

But how does it take a over week to answer the question?

Sounds like the more basic problem is that we keep ending up working in companies where the "higher ups" are constantly shoving decisions down our throats.

Which, ultimately, is probably the root cause of most of the caginess, the yak shaving, the compunction to use cloud databases and cloud-everything, and the silly support tickets that stay open forever and ever and ever.

[ethbr0]

The silly support tickets that stay open forever and ever and ever is just a company being cheap.

If you don't fund, hire, and staff your support org with good people at multiple tiers, don't be surprised when you get crap. There just aren't enough good minds to service the incoming workload.

Oh, and for god's sake have a decent "to engineering" escalation path for the support folks.

Unfortunately, the support function is almost always a cost center and beholden to only, if anything, response time related SLAs. Instead of customer satisfaction, etc.