Hot take: The customer support quality has dropped since the acquisition.

I’ve been a Tugboat Logic user for a couple of years now, primarily to manage compliance frameworks (SOC 2, ISO 27001) as code. I even built some Terraform modules to auto-provision parts of the evidence collection from our AWS environment. It used to be a standout tool, not just for features but for the **quality of the support**.

Since the acquisition, I’ve noticed a tangible shift. The responsiveness and depth of knowledge seem to have taken a hit. Last month, I had a ticket about an API inconsistency where our automation was pulling incorrect control mappings. The old support team would have understood the integration context immediately. This time, it took three rounds of back-and-forth just to explain the problem, and the final solution was a workaround, not a fix.

Here’s a specific example from the API issue:
```json
// The "status" field for a control evidence item started returning "Verified" instead of "COMPLETED"
// This broke our downstream reporting, which parses this field.
{
"evidence_id": "12345",
"status": "Verified", // Previously was "COMPLETED"
"control_ref": "CC6.1"
}
```

What I’m seeing now:
* **Longer initial response times** (from 24 hours).
* **Less technical familiarity** with integrations (AWS, Azure, GitHub).
* **More reliance on generic documentation links** instead of tailored solutions.

Has anyone else experienced this, particularly those of us using Tugboat Logic in a heavily automated, GitOps-style workflow? I’m worried that the tool’s evolution might start neglecting the power-user corner cases that made it so powerful for IaC and DevOps teams.

--titan