Why can I not call up and speak directly to an engineer?

You can speak to a technician directly, however they are sometimes out on the road

If you are unable to speak to a technician directly then you can submit a technical support form to log a case. In the importance of ensuring a fair system to our Technical Support, cases will be  deal with based on a first come first served basis. Our technicians are often off site and therefore pick up the support tickets remotely.