Is there a problem with Zimbra support for NE customers since the VMWare purchase? Or was support always slow? We've had NE since July 08, and I opened our first case 3-4 weeks ago. After 24-48 hours between email responses, each of which fed me just enough information to get one step further in our 5.018 to 6.05 upgrade, I finally just went ahead with the upgrade, which of course left me with a broken server, as expected. I left a message stating the severity of the issue, but instead of a phone call as promised, I got an email. Then another 48 hr delay before the next one. And now nothing for the past 48 hrs.
The upgrade was performed on a VM copy of our live production server, but the complete lack of response from Zimbra has me very worried. We cannot consider an upgrade on a live server without a number to call (with a real tech at the other end) when it fails (and our testing indicates this is likely).