We have been using SmarterMail Enterprise Unlimited for 10+ years and been very pleased with it. We always purchase our renewals on time and we rarely use our support tickets. In all respects, we are the ideal client.
 
We are running SmarterMail v15 for obvious reasons related to the stability of v16 and v17.
 
This morning I contacted SmarterTools to get a license for v17 to run concurrently with v15 and migrate domains as we felt comfortable. This will not be a quick process and will take months so I was requesting and extended use license. 

I realize that what I am asking for is out of the ordinary. What I was surprised at is the attitude and response from the girl who took the call. Not only would she not assist me, she refused to put me in touch with anyone else who I might discuss it with. She would not put me in touch with a manager and she would not transfer me to someone who might be able to help. Her only response was - if I did not like her resolution I might send an email to sales.
 
She told me we could install a 30 day trial license to test and then pointed out that we would not be able to roll back. Or to run a single domain. When I asked her if SmarterTools beta tests their product on a single server with a single domain she was unresponsive.
 
I understand as businesses grow they need to become more standardized and efficient – ie rigid.   

What I do not understand is the total unwillingness to assist long time customers when they know there are issues with their product.