UPDATE ***

There is at least some hope! We called back and were lucky enough to get Brian on the line. He had to do a lot of work and research to answer our question, but he did! So there is at least one rep their that is spectacular. He should train the rest of the teams! Unfortunately, even Brian was not able to get a supervisor to get on the call though. That is astoundingly disconcerting, that a company charging 10 grand or more per year for software will not let you speak with managers/supervisors.