I’ve read a couple of reviews and can totally see the one star reasons as I have felt like this many times.The issue is most the staff are amazing and really knowledgeable but some just don’t put any care into it and just want to get the task completed ASAP even if that means not answering or fully resolving which is very frustrating.My biggest frustration is timeframes or they will start the task but then start another 10 and come back to you the next day your not valued in that way as a customer. That said I can appreciate emergency things like site down and totally think they should take priority.The raising tickets the way we do it I feel makes it complicated for the team to handle as it’s all jumbles rather than specific spaces to fill a form or list as you can’t enter things in a simple Issue- Priority- Ideal resolution kinda format as if you press enter it sends it so it’s all just a load of jumbled words.Overall there are some great people here and doing the best with what they have to work with it’s not them who set how the process works they just have to follow it. For me personally I would even be happy to pay that little more just to have that extra support as I am sure many others would. Although many times over this last few months having been hacked and faced multiple issues I feel I would have raised some as 1 star especially the hack but I would say more times than not I am happy hence the 4 star
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