First off, I've used NT for years and the platform keeps getting better. Their email customer support is adequate. However, I ran into problems a few days ago, hence this post. When it comes to computers I consider myself moderately competent, I can take care of most situations as they arise. A few months ago my T&S sales window was double printing with ask & bids superimposed on each other. After many emails (with screenshots) to customer support and two days later, I finally found the problem myself. Customer support went with all their generic answers... if you ever dealt NT support, you know what I'm talking about. But I can deal with it 'cause it didn't affect anything else and it was a simple but funky fix. Fast forward to Tuesday. NT started acting buggy and got progressively worse 'till it completely shut down late Wed. Before I even emailed support, I ran a complete diagnostics check on my computer, HD, memory, devices, everything. My computer passed all and no other programs were malfunctioning. Remember NT is broken and I can't trade. So as far as I'm concerned this ups the ante for quality support response time and urgency. To make a long story short, after many many emails to no avail and response time taking longer between each (some wouldn't even respond specifically to certain questions I had... it's like they were forgot or ignored) I blew my stack and wrote them a strong letter of displeasure after market close. It didn't help that yesterday was a strong trend day and I couldn't do a thing. I was pissed. To today I STILL haven't gotten a response back after I fired off that letter. MY ISSUE WAS NEVER RESOLVED. I fixed it myself. It took me quite a few hours, a system restore (NT still would'nt work properly) and a couple of reloads ... a complete uninstall (had to manually delete leftover files) and a fresh install. Not to mention the hassle of setting up the work spaces again. What I'm trying to get at with this post is phone support should be available when things are beyond a certain point. Indicators not updating=email. System crash=phone support. There's gotta be some kind of hierarchy with issues. ESPECIALLY SINCE I'M PAYING $270.00 A QUARTER FOR THE SOFTWARE! Did I mention they never responded back to me. For all they know my system could stiil be down! I'm getting more pissed off as I write this. Like I said, I love the platform but some kind of structure needs to be implemented with customer support.