2 stars are given to the product itself - great product that works exactly how we need it to. Until it doesn't, then you need support which is where the minus 3 stars come in. Slow, don't read your emails in full, don't respond to all emails, I've got parts of a support outstanding for 3 weeks now. Often your tickets go completely ignored by the first level of support and only when you escalate it do you get passed to the second line of support who are marginally better. And we pay for the pleasure of this dreadful support. When we first purchased our licences many years ago support package was optional, now they make it mandatory each year but do not give a better level of support in return.