It’s not uncommon to feel like email messages to some companies just go into a black hole. I’ll look at some of the reasons that might be, and steps you can take to reduce the odds of it happening to you.
Microsoft publishes its end-of-support schedules well in advance. It would be wise to plan for that turnover, to stay both current and safe.
I was thinking about it the other day and realized that Ask Leo! places me in the role of technical support engineer. Doing that has given me some insight into what it takes, how technical support can succeed, and why it fails so often.