GoToResolve Performance Issues?

Good morning. For several months, all of our GoToResolve users have been experiencing issues in connecting with our customers. For reference, we have about 25-30 people that use GTR, and we use it to log into customer locations (we do not typically use the unattended function, but send them through the support website). 

We are running into an inability to pull files back sometimes, dropped connections sometimes, and getting a message that says, "Control Has Been Suspended." When I say sometimes, I would estimate that roughly 40-50% of our logins result in these types of issues. 

We have reached out to GoToResolve and have sent several log files and more, but we have not had a response on next steps. Is anybody else experiencing these issues? We were told by a service technician that our company is the only one experiencing it, so it is not likely the GTR product. Thanks in advance for any help you can provide.