Hi theblacksheep,
I'm gutted that you haven't had a good experience with Bromcom Support. Personally, I find the whole team to be outstanding. Everyone I have worked with could not have been more willing to support my school and work through my issues (or lack of understanding) until a resolution was found.
When we joined Bromcom, we were a little overwhelmed with everything it could do - coming from SIMS which hasn't had any functionality added in years to a system which can do everything was hard to get our heads round. We found the webinars extremely useful and guided staff (of differing expertise) through all of the processes so that we have become familiar with all of our core systems. We are continually updating our knowledge using the How to Guides which are very comprehensive. The Bromcom Community is also an excellent place to get ideas of what Bromcom can do but also ask for support from a) the support team and b) other Bromcom users. The support staff that manage the Community give timely and helpful responses to a whole host of questions that users post. I also like that we can share what we do and how we use some of the features to support other schools - I've stolen lots of ideas from others on the Community!
The ticket system works well for us as we tend to only use this when we have a more complex case. The phone and chat lines sort out the majority of issues - not knowing exactly how to do something - so only those which need further investigation end up with a ticket.
Personally we haven't had issues with the system going down. I am aware of other sites having issues but we generally find that closing the browser and signing in again does the trick.
I often compare the functionality of Bromcom to SIMS and likewise the support that is available - Bromcom is LIGHTYEARS ahead of SIMS in all aspects and especially the support team!
