First and foremost, the tech support attempts to resolve all problems with all Vestris and non-Vestris software involved. A lot of the problems that can be easily solved come from either user mistakes and sometimes the fact that people with insufficient skills attempt to run rather complex software.
Because of the complexity of the search engine and the large variety of features, it is not excluded that you run into an unknown Alkaline bug. We attempt to fix these as soon as possible and make a beta build available for you.
Here's the order we process email inquiries, which we get by hundreds every day:
commercial clients that have paid and are running the software for some time; usually they ask urgent and serious questions only
non-commercial clients that are running the software for some time and have never sent us anything else than serious questions
any person or company that is following up on a bug or a feature thread engaged previously
any person or company that has run into a new problem and can make a concise and a short description
all other email, including feature suggestions
all lists of more than 5 messages from the same person
It is obvious why bombarding us with email is useless, please make sure you are stuck and have spent hours trying to figure out what's wrong, have read all the documentation and all the frequently asked questions, have restarted the procedure twice and have reproduced the problem before filing a short and clear question or bug report. You can file bug reports using a form at http://www.vestris.com/vestris/bugreport.html .