I'm sorry you're guys are getting bounced around. Since I sit about 100 feet away from them, I know that they're not bouncing you around on purpose. I'd suggest having your guys call again, but in the meantime, post their questions here to the forum. There are a number of Clearspace engineers (including myself) who monitor this forum and respond as quickly as we can (I get an IM when a message is posted).
I'd like to add to Aaron's post
depending upon the level of support you purchased, you can post issues online (http://support.jivesoftware.com/issueSubmission), via email (firstname.lastname@example.org), or in the forums. You can also call support directlyyou received the phone number when you purchased the product. If you do not have the phone number, please contact using one of the other methods described above, and we will send it to you.