Hi, Brett, thanks for the response. I do appreciate it.
Let me say that our current experience was much better than our past experiences. We filed a priority ticket through the partner dashboard. It took 28 hours to get a response, but – unlike in the past – the first response was on-point. It acknowledged the problem and said that engineers were working on it. (In the past, the initial responses have been canned and didn’t actually relate to the problem we had described). We got another email about 12 hours later telling us the problem had been fixed (we checked, and yes, it was fixed).
It’s great to hear that improving partner support is a focus. A separate support channel for partners seems like a good idea for multiple reasons:
First, if we report a problem, it’s because something isn’t working; it’s not because we don’t understand how to do something (in that situation we would indeed ask on the forum).
Second, because we represent multiple end-user clients, any investment by Wix in us ultimately benefits those clients.
And finally, of course, since we are recruiting new customers for Wix, it makes sense to keep our confidence high that we (and our clients) will get the support we need.