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Must admit that if I was with a hosting company and they took around 3 hours or more to reply to a problem that I have, I would then drop them and go with another web hosting provider.
I personally prefer to pay 2, 3, 4 or even 5 times more money to have a web hosting provider that has 24/7 support where you can get in touch with them asap and you are never put on hold. Afterall, if your site is down for quite sometime and you can't even get in touch with your web hosting provider for a while, you would have lost more money than what the dearer web hosting provider would have cost just because of the downtime.
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