[poulsbohemian]

What you are describing is not new -- I was at an HP partner for about 5 years and it was always like that. One way around it was to buy into their premium support plan, where you got a named support contact. There were very few competent support people, but the ones at that level were solid. Secondly, yes -- the moment you put in a ticket, you also make a phone call and you ask for your ticket to be escalated. It also helps to call your sales rep and let them know you need support. Often that was the key, as they would put a lot of pressure on from the inside. I don't know the current MicroFocus world as well, but it was also possible to buy support contracts from partners like my firm, where those official support partners would also work to back-channel things for you.

If your issues are with the BSM / APM stack, shoot me an email I'll be glad to help. Also happy to refer you to MicroFocus partners that I trust and would use myself.