The network issue has been resolved. This outage took place at 9:01AM EST on 10/19/2013 and resolved at 10:19AM EST. An RFO will be made available to all clients within 48 hours, please await further instruction for SLA credits.
Fortunately that has not been my experience. Have you tried calling them? Their number is listed on the web site and when I had the occasion to call it, it was answered.
Called support twice in the last few hours. Wait for a few minutes to get instruction to leave a message then their voice message system will create a ticket immediately.
I don't know if they use a ticket system to handle voice mail when they use email to handle support request.
Luckily I got the problem resolved through email.
This thread was from an outage back in October of 2013. We have not have any recent network issues.
If you applied for a network SLA credit from the October issue and did not receive an invoice credit for some reason, please reach out to our support team for assistance.
All server down/critical support requests are responded to within 15 minutes (typically within minutes); 24 hours a day, 7 days a week.
While we do offer 24x7 phone support, a tech may not always be able to answer. If you are prompted to leave a voice mail please do so in a clear fashion including your IP address and registered email. This will automatically create a support ticket for your account.