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Phone support didn't call back
And you don't have a way to just email support, so I'll complain here.
I had a problem and phone support was helping me. It included uninstalling and reinstalling NIS. I'd mistakenly called on Skype, so I sent the person my mobile number. She didn't call back while the system was rebooting. When it started again, the dialog came back up that was where she'd been controlling my machine. I sent her my number again through that. She typed they would call me, then she killed the conversation. She never called back.
I was able to finish the re-install and the problem seems to be fixed, but there's no excuse for the support person dumping the support and not following up.
According to the log, the person's name is Meljane.