"However, our customers generally agree they'd rather send an email and have their solution within a few hours" Didn't say 24 hours there did they?
Since you need help here is the dictionary definition of unparalled - radically distinctive and without equal; alone, beyond compare, champ, consummate, exceptional, greatest, incomparable, matchless, rare, unequalled, unique, unmatched, unprecedented, unrivaled, unsurpassed without equal, world class
And its not software support, its connection support or help that EVERY OTHER HOST would help you on.
And no I fixed the problem with help or they actually did what they were supposed to and turned on the right switches on their end.
So the problem is solved, you just can't believe everything you read.