Number 1: If a problem reported in a ticket cannot be fixed within the one hour response time stipulated in the auto-response message, it would be very helpful if a response was sent to indicate that someone is working on the ticket (if they are) or will be looking at the ticket in approx. X amount of hours. In the case of the latter response, a quick note to say we are now investigating the ticket issue would be extremely informative. It is frustrating to receive no acknowledgement at all for 10 - 12 hours at a time. There's no way to know what to expect as far as timeframes, or if anyone is working on something or it's still waiting in a queue. We're left hanging. When it's affecting other people who visit your site and you receive complaint after complaint, it's nice to have a status update to respond back with. Number 2: Please indicate what problem was found and what the resolve was, rather than respond to a ticket with "the issue has been fixed". If there are follow-up issues or subsequent problems that require another ticket that may be related to the previous fix, having this information is helpful. I feel these two communication suggestions would alleviate a lot of the stress involved with site troubles and maintenance. Thanks!