Opened a support ticket 16 days ago, sent 2 reminders, and still no response for JetBrains
Answered
I've opened a support ticket 16 days ago, sent the first reminder 6 days after opening the ticket, then sent another one 12 days after, and still no response.
I'm a paying customer of IntelliJ IDEA Ultimate.
Is this the SLA I should expect from JetBrains, or is this a one-off?
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Some support teams can be loaded more than others, and sometimes it happens. We've taken an action to escalate tickets with follow-ups, and it should not happen again. We are sorry for the delays.
Thanks Serge for your open response.
Just to close the loop: the support ticket was attended.