Andrew's delay in response on an urgent matter for our operations was not up to par, in my opinion. In addition, his understanding of the issue could have been more easily remedied with a phone call rather than making an assumption about what the ultimate issue was. It appeared by his initial response to our ticket that he had not actually looked on the server or at the screenshot provided to see what issues there might be (also did not ask to try and login to server account to see). When Andrew was finally aware of the issue he provided only one time (12:45) that he would be available to assist- mind you, this was on the second day of the open *URGENT* ticket. The issue resolved itself, organically, and I am still unsure if Andrew did anything directly to resolve the matter. Needless to say, I was underwhelmed.

Thanks Joe!