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Well FWIW, they got back to me in more or less exactly 24 hrs... and turned out wasn't a Fastmail issue, was a different provider... so still feel this is a bit long, but they helped resolve something that wasn't their fault, so overall not bad.
Some way of escalating things would be a good idea IMHO... Hey, even charge me (like the other provider did) at least give me the option...
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