Learning System Vendors Support Ratings

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While I have conducted random sampling (as you would have with any polls out there), and data collection as part of my LMS RFP Template (New version now out), I believe it needs to be expanded. What is the ratio of support tickets to number of clients? Lastly, there are two questions – one of which asks who is running support (shall remain confidential) and how long have they been in their current role (i.e. at your company – also will remain confidential).