How long should it take to respond to site down?

I’ve had a site down for 4+ hours and no response from support.

This is the longest I’ve had to wait in my 10 years with DH. What’s happening?

Followup: I got an email response 6 hours after my issue. I resolved it myself, when I realized that I had signed up for a free cloud flare and I had converted from my shared account to a vps, when the fps was first installed everything worked fine, then everything went off line and I couldn’t find any log files anywhere, just a database disconnect error. I deleted the cloudflare connection, and changed the dns entry for my domain, and hit the repropate button. Then I had to wait a few hours for the site to reappear.

Everything is working now, but not without pain.