We just received the letter advising that support maintenance fees are increasing by 4.9%. While we are in favor of continuous enhancements and understand the value of such, it is frustrating to be hit with such an increase while experiencing a decrease in the quality of customer service we receive. We only call support when we have an issue that we have been unable to solve after troubleshooting on our own. Recently those calls to support have meant up to an hour of hold time and often our issues are not resolved (most often this is the case with the eReminder module). I sincerely hope that as you increase fees to increase your Research and Development team you are also increasing your customer support team.