Submitting an incident vs. message in this forum

[Eric Chau]

I submitted an incident (incident # 3634) 5 days ago and haven't heard a response. I submitted a message to this forum before and got a response in a couple of days. Is this normal? When I have an urgent issue, should I submit an incident or a message to this forum.

Is there another revenue for getting support for licensed user?

Thanks,
Eric

[Ramesh Praveen]

Eric,

Support incident is the preferred way to get support from us. We will get back to you soon regarding the other incident. I apologize for the delay, it doesn't usually take this long.

In future, please send an email to [e-mail] if an incident gets delayed a lot.

Regards,
Praveen Ramesh