I recommend writing in complete sentences and using capitalization. Professionalism breeds professionalism!
DH promises all tickets are looked at within 24 hours. I've always had mine responded to promptly - particularly the ones that were problems with the server. Of course, since most of them were, at the time, the result of bad neighbors, it took them a while to track down the offenders and dealing with them.
What kind of problems did you experience and how descriptive were you in helping support to understand the source of your problem?
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