Whatever the current support tools and approach, in my 6 weeks experience as a subscriber, support and communication about support and bugs and recurring issues, do seem way too slow and often resemble what @Chris_Roon calls in another thread:
“extinguishing fires only to find them re-occurring somewhere else”
I am sure the support people and the Roon staff in general are doing the best they can, but an in-depth performance evaluation of current customer support would in my opinion be wise.