[aaronschroeder]

I think following a process to triage and resolve issues within expected timeframes is different than just not responding at all. In these examples hopefully somebody already responded to the client and set expectations, right?

A product support team is one of the most important sales engines for a business. If clients rave about your support, they will sell your product for you. Hard to do that if the attitude and approach is "do nothing" and wait for issues to hopefully resolve themselves.