Many end-users like to raise tickets directly with us, or the software vendor (i.e. PaperCut) directly. While this may seem like the fastest route to getting an issue resolved, it is not always the case. Many times we won't be fully aware of individual client circumstances, nor are we experts in your network.
If a reseller has implemented a solution for you they are the best first port of call.
They will often know the correct questions to ask, and information to gather such at MFP firmware and driver versions, debug logs, and resellers have access to content and documentation that is not publicly available - such as accessing service modes and accessing partner portals.
If you raise a ticket with your reseller and don't feel you're getting the assistance you need then please include a copy of that ticket when you raise a ticket on our help desk.
You should also always be aware that seeking guidance from outside the recommended method from your vendor may void your support agreements in place.
If you ask us a question directly as an end-user, and the answer is simple we may answer, however we do not accept any liability and all advice given is only general in nature.