d they usually have some quick comeback lines about how you need to change your site etc
you are right, they have standard scripts they just cut n paste into the support chat and send you on your way.
i got mine back online pretty quickly, i did almost everythin gthey asked, then emailed support, then straight back onto the chat support to let them know i emailed support, then replied ASAP to anything that came from then, ALWAYS thanked them for helping, pleaded that they should be able to see i am being proactive and its a VERY important site for me............... etc
all in all, even after the experience i'm not moving my sites off them as the customer service is 99% perfect.
i have 5 different accounts with them , 3 reseller, 1 dedicated and 1 "unlimited" so if something really goes wrong i can move a small to medium site and relegate pretty quickly , the larger ones are where that system falls down.
tim