Actually, the company in question uses the phrase "customer success team" rather than "support" to characterize how it's going to help you. Nice marketing spin -- we're partnered with you, your success is our success, this land is your land, this land is my... Anyway.
Unfortunately, when it comes to actually delivering -- here's the story:
So in preparation for a conference call to discuss the integration issues, I prepare a couple of flow charts, write up some descriptive background material, not too much, just something to frame the conversation so we jump right to the heart of the matter.
Conference call (GoToMeeting) information arrives after the meeting is supposed to start. I call the dial-in number, to find no one there. It also takes a few minutes to discover that GoToNowhere apparently doesn't work on Safari and retry it, this time successfully, in Firefox.
Cell phone rings -- it's the "customer success" person. Apparently he's the only one that'll be involved; not much of a "conference" call. But OK. Let's talk.
Gosh, yeppers, it is more complex than originally stated. But he's out of time, has a hard stop though we've started late, and will have to think about it, consult with his peers, and get back to me.As I said, I'd really, really, like to tell the client to go with it -- but at this point, I'm seriously concerned by the level of "success" I'm having getting to the point of even starting to integrate the two systems.