hi Andre..
Yes, not everything has worked perfectly so far, we know. But it was inevidable that there will be some hiccups if you try to integrate a startup company into a big corporate company in so short time.
But we all agree : Better one 'short' time with some hiccups, but once it's done the machine will run again. I guess the hiccup period is over now and things have been resolved. Mostly. 🙂
What also has to be known is that all Non-US Esri Distributors are actually independent companies, thus the whole 'cycle' of getting up to speed may have been slowed down a little.
Concerning your questions :
1]
You're supposed to be registered directly in the database of your local Distributor and thus get all necessary data directly from them. Including data to e.g. access software updates via DOWNLOAD.
As I know you, you and your company are a very fast reacting users, assimilating updates much faster than it may be the case for companies which have to assimilate a new product and filter through the new user database, create web sites, promotional material, set up support and so on and so on.
Esri is a very serious company, with the best intentions for the customer, including creating welcome packages and physical dvds for their users.
2]
Concerning support, your direct contact would officially also be your local Esri Distributor, so if they are not yet ready to give you the proper support, use the other way you know - and yes, rely on it. You payed your support, thus you get it. This or an other way.
Let me know if you have other questions !
