Are you sure that you have the right connections on supporting your document management solutions?
Organizations often have a portfolio with a distinct set of providers, meaning that the expertise is decreased to a comprised set of knowledge. Moreover, providers can only provide support on their own solutions.
Some support cases requires expanded knowledge on several solutions. Resulting in you spending unnecessary time on coordinating a single issue between multiple support resources. Not to mention the difficulties communicating with non-local providers or those in different time zones. Needless to say, it takes up more time than it should.
Having the right experience and support organisation in behind is everything. Not all support branches are experienced with the solution that you may have as they are only updated on the newest technology. Some support branches are not able to help, considering there may be combination of solutions affecting each other. In order to get the best experience with support, you need someone with a wide variety of experience who can connect the dots across the providers and solutions you may have.
Not everyone has been in the game for as long as we have, and not everyone has a support team with a wide variety of expertise and experience on different solutions. Support is not given, it is experienced, and in order to effectively and smoothly solve an issue, having a solid organization behind your back when it comes to support is everything.