Sorry guys, I'm far from satisfied yet.
1. Well, can you find out please? A crucial component was down for over a week - you can't just shrug and say "not sure". It was up, and then it wasn't, so something changed.
2. Even assuming that 100% of your support resource was tied up with that server crash, which in itself would be a bit of a pity, your server crash was on Sunday. The ticket was opened the previous Wednesday. That in itself is four solid days of downtime, which needs serious justification.
3. As I've said, it wasn't the next day. It took three days to get a response - again, that needs some justification. Additionally, it took a day and a half to get a response here - I know this is the forum and not the standard support system, but you've posted to plenty of other threads in the meantime.
I'm not trying to cause hassle, and I'm not just here to let off steam and scream and shout. I know this hasn't been a good week for you folks, and you have my sympathy. But it hasn't been a good week for us either. I'm a customer with some serious concerns, and I'm asking you to work with me in resolving them. What I'd really like to happen is to get some satisfactory answers and some honestly-meant promises that this was a one-off, and in future we'll have 99.95% uptime, and ticket responses (preferably with a resolution) within an hour or two, not a week or two. I'd like nothing more than to be able to move forward from here and form a long-term relationship with this company. But my trust needs to be earned; we can't remain a customer unless there's no doubt in my mind that this is going to work out.
A prompt response would be appreciated, even if it's just to say "we're looking into it".
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