You have no idea how fortunate you are to be using SGP with the support of Ken and Jared. These guys, without asking have turned around fixes or suggestions overnight in some cases. That is service - and all but burned out Ken. All I can say is that you don't get that kind of service from other software vendors at considerably higher price-points.
We have all been there - we all have dodgy weather and other lives and, when finally we want to do something, it crashes. It is very frustrating at times. It is easy, however, to think we know the problem and be too quick to pass verdict.
clear skies