Dawn, I've had some interaction with Vineyardsoft this year. Do lean on Don Farber (
farber@vineyardsoft.com) when you encounter response problems. He's VP S&M, and a founder, and in the past dozen years, he's always been very responsive and far more knowledgeable than your typical VP S&M.
Also put Tricia Cate (
tcate@vineyardsoft.com) on your contact list. Very good salesperson, who is also quite responsive.
The President (and chief developer) lives on Martha's Vineyard, but Don and Tricia live on the W Coast. I don't know where Tech Supp are physically.