24 hours to respond !! My Customer's site was down for at least 24 hours - 4 times I submitted a ticket, 4 TIMES. NO ANSWER! Not even an Acknowledgement of the problem!
(The Survey email you sent doesn't work - so here's my comment, ...)
It's Extremely UN-PROFESSIONAL not to acknowledge support tickets. I am unable to tell my customer anything, ANYTHING! I can't say "They're working on it", or "It will be up ASAP", or "They know there is a problem". OR, "there's a serious problem, it may take a day to fix". All I can say is "I'm Changing my Hosting Service!" Got the message?
This is a continuation of the "Migration" crappy support of 2008. Which:
1) cost me a new customer that would have subleased services from me.
2) caused me to find another hosting provider with reliable service!
Simple Solution, ... TELL ME WHAT'S GOING ON ! If it's going to take a day to fix I need to tell my customer! If I tell them I haven't heard from the hosting service or "I don't know what's going on". I LOOK STUPID ! I don't like looking stupid. And, my customer looks at me and says "what are you going to do". You tell me how to answer that any other way than "I'll be changing providers".
HELP ME BY KEEPING ME INFORMED.