Hi Matthew, Thank you for sharing your feedback. We’re truly sorry for the disruption you experienced and understand how critical uninterrupted access is for your operations. After investigating this matter thoroughly, we found that the issue required a configuration change on your side, which was confirmed and resolved following direct communication with your team. The ticket was then closed with agreement from your representative. We also want to clarify our escalation process. While the ticket was initially logged as low priority by your team, once we became aware of the severity through your review, it was immediately raised to the highest priority and addressed as quickly as possible under our standard SLAs. Our specialist teams and managers were engaged to resolve the issue promptly and ensure your systems were protected. We appreciate that the situation caused frustration, and we take your concerns about communication seriously. Your experience does not reflect the standard of service we aim to provide. If you’d like to discuss this further or share additional feedback, please reach out to us directly via the 'Customer Feedback Cycle' option - when logged into the portal, you can click on the feedback option in the top panel. We value your partnership and hope we've restored your confidence in our service.