Thats a load of $%#&. DH suppoort IS NOT usually quick at all, at least not if your talking about the last 6 months.
DH's general service and support has been slipping for awhile now, from the GLACIAL speed of their applications (I can't even use the damned panel anymore) to the time it takes to answer support requests.
24 hours for an EMERGENCY is totally unacceptable. I had sites down and it took a day to get any response. My personal opinion is that they didn't properly invest in hardware and support personnel, are now taxing all their systems beyond their ability, and are screwing us all because of it.
I'm starting to look for another provider, and I would suggest you do the same. Hell, I submitted an email from one of my web sites and it took 6 hours to get to me. 6 HOURS! What the HELL IS THAT?!? I submitted a support request and they told me that sometimes that just happens. I asked them what kind of practive steps they've taken to prevent sendmail queus like that from building up (like shutting down fu$#ing spammers and batch mailers on my shared box) and they told me there isn't anything they can do and it just "happens."
It amazes me how people can run an operation in such a way and expect it not to come back and bite them in the butt. And if I get one more of those damned newsletters with that moron buddy chatter I'm going to scream. Send me a letter telling what you are doing to IMPROVE MY DAMNED SERVICE and stop chatting like an idiod about your frigging trip to LA. THIS IS A BUSINESS, not your personal blog, and we really can do without your inane attempts at humor.