Since this is not a topic for the product board and I would like to initiate an open discussion on that topic I think this is the right place.
From our experience with the Avast support (cases) for almost 3 years now, I would like to suggest an improvment in order to implement a much better way for dealing with tough support cases. The reason why I see this need ist pretty simple: We had at least 2 cases that have been worked on for over more then 6 month.
Surely the reason for this is not always located on Avast side.
1. In my opinion the lack of the possibility to interact with Avast support cases for instance via a web based case management system, as many vendor will offer this thier partners is quite a problem.
2. If such a system is implemented there should be implemented an escalation mechanisem that can be triggert if certain variables are met, like: case is open for longer than 1 month, case is priorized for a certain kind of level... and so on.
