Yes, PM does need to improve their mod response times, but it does come down to “less for less”, which means there is no costly call centre available to call, fixes may not be immediate, and customers need to do a bit of research through the “knowledge base” and past posts to look for a solution for their problem. There is a good chance that the particular problem you are having has previously been encountered, meaning there is likely a solution available in the data base. If not, the community is always ready to help. This is the business model for PM and potential customers should do some homework before signing up, to ensure they are comfortable with this approach. It’s not for everyone, but if you’re okay with it, the savings are there! If you are more comfortable with 24 hr phone support, and not into doing some self-serve research, or waiting for a response (admittedly, some times too long) PM is probably not the right fit for you.
