My site has been down for 20 hours and I reported it to support 15 hours ago. What is your experience on response from support? For me, not even responding after 15 hours, is unacceptable!
My experience is that they have a poor system for letting you know when they’re actually working on a problem. I’ll submit a ticket and other than the automated response, I won’t get an update until things are fixed.
That said, things get fixed for me pretty promptly (my wife has another story with the horrible Blingy cluster problems, but we’ve rehashed that issue endlessly). When I say promptly, I mean within 24 hours, and usually on the same day.
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Which server are you on?