My experience with the vault support team has been kind of 50\50. The first call I logged, it took ages for someone to get back to me, by which time I managed to fix the problem myself. The last call I logged last week, I had a guy who had been in vault support for as long as we have had it installed on this site (4 months), and although he tried to be helpful, he still lacked experience. To be fair it was quite a tough problem. He was always quick to respond to the updates I provided him, and even the initial contact time wasn't to bad. Other people Ive spoken to have said their support experiences have not been to bad.. so I guess its luck of the draw. I think I may have another case to log this week.. Ill let you know how it goes :)