5 hours with no ticket response?

[jjd]

I understand that it can take time to fix a problem, but not so much as an initial response so far to my bumped ticket (the same exact problem happened two months ago, so I reopened the old ticket rather than retype all the same info).

ticket is 352309

I'd ask for a prompt response but that ship has sailed, and I won't be online now for a bit to respond anyway. I am so displeased with Surpass' 'service.' In fairness, there are often minimal problems but when there are issues, they are almost always handled poorly.

[Marc]

Hey JJD,

I checked into the ticket you referenced to see what the issue was. I'm very sorry about the delay you saw upon your re-opening the ticket on 3/17. Since the original issue was a cPanel issue, when you opened the ticket our higher level admins had to contact cPanel to resolve the issue thus the extended wait for their support team to help us find the fix for you. I apologize that you were not updated about that properly but I do see that the issue was fixed later that day and no further posts have been made to the ticket. Do let us know if you have any further issues but with cPanel's help I think that specific problem has been fixed. Have a wonderful day and, again, thank you for your patience and support.