I switched from another hosting provider because they outsourced tech support and no longer allowed you to communicate directly with anyone but "first" (I'd call it zero) level support, who clearly have no background in IT. Hostgator has apparently done the same thing. If you do not provide your customers with direct access to skilled tech support, especially when there are system errors, you waste enormous amounts of customer time and energy. I've spent hours trying to get someone from the chat or call center to create and escalate a ticket for a server-side error that's impossible to fix from my side but would take about five minutes on their side. I've received no response and no assistance. I've already lost a great deal of money as I'm having to refund clients that can't access the online classes, and I have no idea when or if they'll ever fix it. Don't host with them. Really. They don't care about customers.

Replying to the statement below: I’ve been emailing and calling customer support for days. Every time, we start over from the beginning - now you want me to start over from the beginning yet again. I have an open ticket! If you guys were competent, you’d be addressing the open ticket.