Hello Peter, I've been told that you are our new account manager although I haven't received any contact details apart from your @name. It seems unusual that we only find this out after we escalate a case and our support renewal through Salesforce's on-line chat in a discussion about Salesforce's inability to deliver the Premier Support service for Pardot that it is charging its customers for.

It also seems unusual that a 1-8 hour support service that you sell has a system of 'triage' to prioritise cases!

As we're coming up for renewal, I'd be interested to know what Salesforce is offering in terms of compensation for customers who haven't had the service they have paid for.