No surprise at all. A complete change in business model, from one of total customer focus and internally trained and motivated consultants and support people, to the "Peoplesoft" model of using thinly qualified "partners" and eliminating the focus on client support. There was a time years ago when Deltek's phone support goal was a one hour call-back. Now they want you to go on line and read some canned generic "solutions" that often don't address the specific problem.