SR#101143085331 was opened on Jan 24th 18, and we informed Support that our production is down and 400 users are suffering.
A backline Engineer was assigned to our case within 2 hours and he came online via Bomgar and checked out the system too, and before leaving the bomgar session he informed us that he will provide his feedback(via email) that same day.
Despite our follow-up we didnt receive any feedback from Support till 25th. Then on 26th we received an email with a suggestion which was obviously not the root cause or expected feedback, and we immediately asked Support to provide us the requested feedback but alas no response yet.
I also came to know that the backline Engineer assigned is a very experienced and senior resource but remain too much occupied and its quite usual for him to remain silent for days.