Travis had talked to Dale I believe on 10/6 about the issue. I called Dale on 10/10 and he said he had talked to Travis and it was being worked on. I called on 10/11 and talked to Travis who said he had talked to Dale but that a ticket hadn't really been put in but he would get one in. I sent a follow up email on Wednesday morning at 10:20 wondering when it would be resolved and Travis elevated the ticket. I then received an email from Blamyris requesting information, which I responded to and then didn't hear anything back. I then called on Friday 10/14 because our issue had still not been resolved and was transferred to Graig. I expressed my frustration with the situation and the length of time it was taking to get the problem resolved. Ultimately, once Graig was unable to fix it remotely, Joseph came out Friday afternoon and was able to fix it. I don't know how your ticket system works, but I would think it would keep unresolved tickets active and tickets that have been prioritized/elevated in the forefront so that the client doesn't have to chase down a resolution. We don't typically have these issues with you all so hopefully it is a one off.