What do I do when I receive no tech communication for a week?

Question

I have not heard from the tech for a request I originally submitted the beginning of March. The last communication was 3/15/17. How do I escalate my problem? This is getting ridiculous. The support quality has dropped significantly in the last 6 months.

Tudor.Popescu · Answer

Hi Stephen: 
 I am sorry for the issues you are experiencing. It looks that SR#3965396 was opened because you were not able to find core services, the case was picked up by one of our senior engineers and he was attempting to reach you over the phone about 15 minutes ago. 
 Since the services issue may be of interest to other customers upgrading from AppAssure 5.4.3 to Rapid Recovery 6.1.x, I want to mention here how to find them. 
 Rapid Recovery has now 5 services. All but one are named to include RapidRecovery in their name. One contains Dell in the name. 
 The list of the Rapid Recovery Services is shown below: 
 
 Status Name DisplayName 
 ------ ---- ----------- 
 Running DellDRLogSvc DellDRLogSvc 
 Running RapidRecoveryAgent Dell Data Protection | Rapid Recovery Agent Service 
 Running RapidRecoveryCore Dell Data Protection | Rapid Recovery Core Service 
 Running RapidRecoveryMongod Dell Data Protection | Rapid Recovery MongoDB service 
 Running RapidRecoveryVMwareProxy Dell Data Protection | Rapid Recovery VMware Proxy Service

To quickly list them with their complete names/displaynames via PowerShell you can run the following commandlet: 
 PS C:\Temp> get-service rapid*,dell* | ft -AutoSize 
 When you need to shut down the core, you need to stop the core service (RapidRecoveryCore) using the same procedure as for AppAssure and after it stops, you need to check the other services that may still be running. The easiest way is to check via PoserShell as shown below. 
 PS C:\Temp> get-service rapid*,dell* 
 and, then run 
 PS C:\Temp> stop-service rapid*,delldrlogsvc 
 as, at this time the stopping order does not matter anymore since the Core service is already stopped. 
 I included the full name of the Dell* service as you may have other dell related services running in your environment. 
 Hope that this helps.