Currently our team has 10 premium products in hand. Reportedly few clients are not happy with support process and so I had to look into it closely. It was a great surprise for me, our support team managed by Meganathan handles support tickets at ease, usually closing within 24 hours... remember that we have 10 premium products to support and reportedly we're giving free support for some long days after purchase.
We have finally found that the problem is not with the process, but how some of us had communicated. Mere "fixed", "resolved" words weren't enough for some technical clients who want to know how we have resolved.