read their support contract
It really is a case of getting what you pay for and FH's contract pretty much says they will try to provide the service, but bad luck if they can not and you just have to wait out any issues they may have.
Even when I have requested 'paid for' support it takes days, even weeks before someone is available.
Very very dissatisfied soon to be ex-customer (migration takes time!)...
J
Biting the hand that feeds IT
