Same Renewal Problem As Others

I'm having the same issue reported by many people with subscription renewals with ticket AKW-793-40260. With an automated purchasing front-end one would think there would be an automated back-end for access reprovisioning, and the lack of response and communication is pretty frustrating. As everyone is aware, this is an annual subscription, and I am losing days of utilization due to the system not recognizing the renewal and receiving no response to my email for help to both the sales and support email addresses.

I'm a huge fan of your software, hence the renewal, but the customer support experience is very poor when leaving paying users in limbo with no options for additional assistance. I get the whole holiday delay, but over 24 hours to respond and no recourse (even to say "we're looking into this" is not an enticing selling point for recommendations.

I would greatly appreciate some assistance.

Thank you so much