Local software support can neither reproduce the problem nor analyze it. They can just ask the customer a couple of standard questions. The above process repeats with a turn-around time of a week in the avarage. Local support is demotivated by the procedure in which they play no active role and which does not lead to a solution. During the whole time, all or part of the data may be inaccessible.
Damage keeps growing.
At some time, one of the players gives up. The problem remains unsolved and the customer dissatisfied. This is not a theoretical scenario. In other words, ADSM would become a professional tool from a professional company, designed for professional customers.