Usually after submitting a support ticket, I would get a reply within a few hours, but no longer than a day (sometimes replies have come in the middle of the night). Today I needed an URGENT reply as I was locked out of my server and had just that within minutes. The issue needed escalating to another team and still I had a reply within a very short space of time.
I generally feel that the negative feedback I have read is unfounded - although I obviously can't speak for other people's experiences. I submit support tickets when I need help and I always get a reply in a very reasonable amount of time.
My only real gripe would be that I have been a loyal customer for a few years now and would very much appreciate a discount, however despite my requests, this has not been possible.
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