We have no idea what their contract is. But two business days without a reply isn’t exactly a long time. Especially if they are conducting their own investigation and reproduction steps.
What???? We have 4 hour boots on the ground support with Supermicro and that's a few thousand dollars a year lol.
That doesn't make any sense for a customer as big as CF.
Two days without support communications would be a long time, but my original comment about the two day period is about the post-mortem. It's totally reasonable IMO for a company to take longer than two days to gather enough information to correctly communicate a post-mortem for an issue like this, and IMO its unreasonable for CF to try to shame Flexential for that.