I've been trying to eval Zimbra Appliance. I was impressed when I was offered support during the trial period to resolve a problem I was experiencing.

It's been almost 2 weeks since I opened a case and I still haven't been able to get a tech to connect and see why the test Zimbra appliance isn't working. The support problem appears to be a time of day issue. The tech assigned to the case is on IST & I'm on PST. I'm on site Mon-Thur. With my limited availability and the tech being nearly 12 hours out of "sync" nothing is happening.

With non critical systems I don't mind, but with email I cannot move to a system that can be down for weeks.

Is this typical for Zimbra support? Do they have support that has a schedule more in line with customer needs? What has been your experience?