when a tool selection comes up, I often ask to borrow the tool and whether I use the full tool or an eval/demo I come up with a question (that I might know the answer to) that should be "level 2". I them e-mail the support and sit back and wait. The result of this is a major factor in my decisions as to what to use.

Erik

PS: of all tools I use or have used, Ceibo is the absolute champion of support. I recall no case where I did not have the answer/solution by the next day.