Zendesk plugin - How to reach the platinum level support

[vmochnacs]

Hi,

We purchased the Zendesk plugin for Madcap Flare and we are in need of assistance. We tried to raise a platinum case on the support site, but there is no option for the Zendesk connector product. How exactly can we receive platinum support for our plugin?
We ran into an issue where after creating a build, we are unable to publish it to Zendesk. We saw the following lines in the log:
"Request has failed, attempting the request again."
"Publish failed: all retried attempts have failed. "
right after Madcap tried to create the first article.
Thanks in advance!

[Nita Beck]

Your request for platinum support needs to be for Flare.

I have a platinum support plan for Flare and when I need immediate assistance, I pick up the phone. Whenever I've tried to open a case via the support page, the case doesn't get the immediate attention I crave. I might wait a whole day for a response. By contrast, if I call support and select option 3 for platinum support, I get through to a support tech immediately.

[vmochnacs]

Great, will do that! Thank you for your reply! Have a pleasant day!