Though well intentioned and enthused, management is making some poor decisions without well informed deliberation. Ivanti purchased a company in 2017 not only for its product but also for their highly rated support. In a matter of days, after giving said acquired company's employees a positive outlook, management gutted its American support crew in terms of structure, getting rid of analyst and software engineers, and also gutting its whole office except for a few key positions. Then at the start of 2018, they disbanded the rest of the acquired company's American support crew. There was no clear reason for this. Support is configured to work remotely with all support tools accessed through the cloud. It's not like the support people in England, NL, Poland etc. are located in the South Jordan or Salt Lake office. Ivanti could have easily closed the office without disbanding the team. What it seems to be coming down too is the product was more important than the acquired human resources and highly rated support processes despite all the words that pointed towards the latter. Ivanti support reps were not ready to take over the support from the disbanded support engineers and the customers noticed this.
