Sorry to hear that we weren't up to the standards that is expected by us.
We do have have times when we have more support tickets in then normal but that is no excuse.
What tends to happen sometimes is that we may have an answer for the ticket however we are waiting on a server or something of that nature to finish a restore or return information to us so that we can be detailed as possible in our tickets.
If your support ticket is something that is time sensitive to that degree you can also tweet us @DreamHostCare or on Facebook.
Myself and a few others watch those 2 social networks. When we see something like that we try our best to get it escalated!
I apologize again for the inconvenience this might have caused! We really do try out best to be as timely and accurate as possible!