Via
i-to-i blog.
iRex is moving their support to their main office. Previously, their support was by a 3rd party company in Germany, who handled support for many companies. It appears that they're moving it in house to a specific support group that is much more familiar with the iLiad and it's internal workings. This should reduce "canned" responses and increase the overall quality of their support offering.
They have, however, discontinued their phone support. Hopefully, even this this development, the new support team will be more responsive, and be better equipped to handle support requests.