The support issue is easy. Snapshot configs. "Please generate a configuration file. Under Tools => Support => Generate config file. Email that file to me. that will tell me how your system is set up. From there, I can duplicate your settings on my machine and see if I see the same issue."
(One email later...) "Ok, it looks like you purchased the Take Lanes option, but didn't enable it. Go under Tools => Support => License, and select to enable that option. then restart Sonar. You should see them then. If not, I can walk you through it or jump on your system to check it out there."
This also generates more development jobs. Yes, it's more code, but it's better than a team of developers trying to sift through tons of outdated code, because it's all one big glob vs. a more modular, frame approach. Plus, and here is the smart bit, if one module or part of the code needs repair (i.e. bugs squashed), it doesn't require a fully loaded patch (X2a, X2b, X2c, etc.), it only requires a much smaller dll replacement patch, perhaps. It sounds tedious, but c'mon guys, this IS the more modern way to do this. Microsoft uses Auto-Updates. So do many others (Apple, Adobe, FireFox, etc.) This is not a new idea, and it works. Suspect a bad update, Revert the update. The previous dll is saved in an archived directory. It can easily be restored.
Well, these are my wishes, anyway.