If you wanted support, what would be the best way to get their attention would you phone or would you email support@....
Sent an email to my host and I've almost been waiting 12 hours for a response. thankfully its not urgent and I can wait for a response.
Most hosts do have a support portal / ticket system; you should always try to use such a system because the questions (and answers) are logged into such ticket system. You often can easily look up problems when they reoccur and reference the host with older tickets you made.
12 hours of a repsonse is very long; but when send to email it could end up every where (or no where); if they don't have a ticket system (red flag!) give them a ring and see if you can get anyone to help you over the phone.