To my regular SDL contact? Have paid significantly for online support and cant seem to get any help ?

To whom it may conceren:

I have an issue with my programe and have done since I purchased it a month ago.I am paying for SDL online support but the webpage keeps taking me in circles. I am not able to update my TM database and am working on large files which do not save the information so the programe is really not helping me very much. Please tell me ... who do I call? How can I get someone to actually look at my pregame? I have waded through the wealth of information available and am not able to resolve this and frankly I don't have the time, hence why I paid a substantial amount for online support so I could sort any kinks out in the system. Please can my request be redirected as appropriate and dealt with? Thanks

Nina