Your site says that the Service Level Agreement is a priority 24hr. but we have experienced longer times than that and it is taking an unacceptable amount of time to resolve issues. I feel that the 24hr turnaround time on a ticket really should be a worst-case scenario and ticket response time has regularly exceeded that.

Please let me know what plans you have to meet (and hopefully exceed) your SLA. As it stands, we are finding ourselves in the position of having to find another solution for hosting because the service we are receiving reflects poorly on us.

I look forward to your comprehensive response.

Thanks,