Yes, the Motorola support is less than ideal. Its a shame because they have some strong products but most are not comfortable using them without a support team available.
If you do have trouble with any of the units that you've installed we are a Motorola VAR.
I don't want to advertise here and break any rules, but if you get in a pinch and you need a VAR feel free to reach out and I can certainly help or point you in the right direction.