The company had implemented Laserfiche in the past but all of the involved persons (VAR, users, administrators, IT) are long gone.  We are now re-implementing and attempting to upgrade and start with new configuration for templates, user groups, etc. 

We have been trying since March 9 to work with the local VAR / technical to get our upgrade and new configuration started.  For several days, my (administrator) access to the training center has been paid for but have not received any login details. The hope is that the training center will give us insight on administrator tasks that we have not been able to figure out from the information available elsewhere on the support site - other than asking question by question. I have personally spent multiple hours trying to get up to speed on my own, through materials on this site, as well as direct questions.  We are apparently paying for maintenance and support that we are unable to locate using admin login - e.g. we had hoped to use workflows to rename historical files. 

We were initially going to investigate other systems but decided to stick with Laserfiche as it was already implemented and M&S paid for (although not actually being previously used) - it seemed that an upgrade and training for new administrator was the most effective way to go.  As our re-implementation schedule is pushed further and further out, we are re-thinking this strategy.  This has been such a bad experience that we must ask "is Laserfiche's customer support usually this poor?" - at the moment, on a rating of 1 to 10, we would rate the support given so far - as a "2".  We have been trying to work with the local VAR but now it seems that we would be better off working with a VAR in another of our office locations.  Are there any VAR in the Salt Lake City area?