Agreed that that support needs revamping. My recent ticket with Zimbra on my SSL/TLS issues have been ignored after their initial requests for Zimbra logs.
Escalating it through 01.com and getting a response from someone else at VMware got no action.
With the help of the ASSP developer, I've found that the Open SSL version on 7.2.4 has issues with our parameter SPAM filter OpenSSL version. I'll be upgrading to 8.0.4 this weekend to see if it fixes our issues.
But, this experience with Zimbra support has definitely left a bad taste in my mouth.
Ben Franklin quote:
"Those who would give up Essential Liberty to purchase a little Temporary Safety, deserve neither Liberty nor Safety."