Zach,
What are you saying! Please read all the posts, ...
a) For 24hrs there was NO RESPONSE from tech support. Unacceptable.
b) Even if it is a customer problem, Which It Wasn't, a simple courteous answer is in order to help fix the problem.
c) The site came up without customer intervention, ... then I received an answer to my tickets.
Point: It's extremely difficult to keep my customers happy when I have NOTHING to tell them. I understand that there are serious issues that are time consuming to fix, JUST TELL ME!
I can relay that information to my customer; "the ISP has a problem and is working on it". As it happened my customer is blaming me and EXPECTS ME TO CHANGE PROVIDER! Communication is the first point; secondary point I PAY FOR 99% UP TIME.
If you have any questions send me your phone number we can talk.
Steve