Ended up cancelling, not really fault of support
I wasn't sure how to describe the support experience because it was kind of a mixed bag. On one hand, the support staff were generally polite and did respond when I reached out, which I appreciate. But the sequence in which they asked me to perform steps did seem a bit off. For instance, they suggested I update my database before fully explaining how the dialer interacts with it, which caused some confusion and wasted time on my end. Then later they asked me to check the software version, which felt like something that could have been covered earlier to avoid repeated back-and-forth. I guess the support process felt a little disorganized, like they were trying their best but without a clear step-by-step flow. Ultimately, I found it easier to pause rather than continue trying to resolve the issues this way. So while the outcome was that I stopped using the software for now, I can't say the communication was entirely ineffective. It’s just that the sequence of troubleshooting steps could do with some improvement to prevent users getting frustrated like I did. Hopefully they streamline it in the future for a smoother experience.