Hi Arun, your gold-level support package, which includes world-class support from the award-winning Igloo Support team, will continue. Please see our Gold Support Package documentation here for details. Should you have any further questions please don't hesitate to contact us at customers@igloosoftware.com 

Brad Rooke Thanks for the quick reply. Unfortunately, gold just looks like fast ticket responses when there are errors or glitches, not the type of support we've had from Mosaique to help us think through changes to our implementation and the addition or modification of features. And gold doesn't appear to assure us of a consistent support resource (neither does platinum by the looks of it).  Any suggestions for how we should replace that support?  If we need to hire a third party to help us we are open but then probably see no need to pay for gold level.  

Also, in the note we received it states this, curious exactly what this means and does it imply the platform is going away and we'll need to convert? "Igloo has pivoted: our focus is on the SMB North American market while we scale our new platform, and support our current platform"

Hi Arun Baheti, I am a Lead on the Igloo Customer Success team. Our team mission is to empower customers to create engaging digital workplaces that achieve business goals and create exceptional stakeholder value. We are here to help address some of the questions you would have previously directed to Mosaique. You can reach us at customers@igloosoftware.com. 
I will also reach out to you personally so we can discuss your specific needs and hopefully ease the strain of this transition for you.

Katharine Sloop  Thanks. I'll participate but engage the person who directly manages our Igloo site. Aside from service like we have been receieving also looking for clarification of platform transition and what exactly that means.

Arun Baheti you may have missed our announcement last year about the launch of Igloo Flex. That is the new platform being alluded to. 
We continue to support the existing Igloo platform you know and use today; you can check out our Product Roadmap for Igloo's plans to continue bringing new features and functionality.

Katharine Sloop Thanks. I think I saw the roadmap, I clearly didn't connect it with a platform transition (vs feature additions). Looking at the doc you linked I don't see some info but maybe am not reading it right...   For how long will the existing platform be supported and what is entailed in transitioning to the new platform? Cost differences? That will help us decide on our path.