We purchased enterprise support from eZ publish to ensure we could get our questions answered within 24 hours. As it is built by eZ systems who are based in Norway, we couldn't rely on a local contact or use of phone so email support was very important.

On the whole we were impressed with the quality and professionalism of the support service. There were two occasions where the service did not live up to expectations. With both of these incidents the support questions were answered within a reasonable time frame but not with in the advertised 24 hours. The first of these was due to the support staff being overloaded and when queried we were credited with an hour of support time and promised that it would not happen again. The second incident was due to a Norwegian public holiday. As a result we contacted the eZ Systems management team outlining our concerns and received a response stating that they were working on improving their support procedures so that they could better accommodate overseas clients.

What we did find frustrating however was the level of documentation. As we did not have access to training courses our learning and understanding of teh system relied solely heavily on experimentation, user forums and reading the source code. When the documentation wasn't sufficient, we basically had to learn the hard way by trying things out ourselves which resulted in a fair amount of trial and error to work out the best way to implement things.