Mind if I make a suggestion regarding the whole "Agents" thing? You have 5 people here for tens of thousands of members...Its not gonna work. Why not create some sort of 1st level support? I created a blog post a little while back about creating a new membership level called "Dolphin Techs". Understanding that this will not be done, you could however ask some of the veteran Dolphin users here (ex. myself , houstonlively, DosDawg, Deano92964, Mauricecano, etc...there are many more.) see more if they would volunteer as a 1st line of support. This way some of these issues could be resolved before they even got to an "Agent", and much quicker. Maybe a support Chatroom, who knows.

Now, with that being said, Im not saying everyone would agree to this but its just a suggestion. This way, if the 1st line of support could not resolve the issue, THEN we could contact an agent.

Then again, maybe Im just trying to construct an 'actual' line of support like we have here at work..(Tier I, Tier II, and Tier III) maybe its a bad idea :)

Chris