You expected a 10 min reply because you got that with a different provider. If you felt as if that other provider, who was giving you 10 min replys was the best, then you would not have a reason to move and give a us shot, but obviously their must have been some sort of shortcoming and I apologize we could not please you.
As a service based business we rely on the quality of our support team and one metric of that is speed in the response. I monitor on almost a hourly basis of what our average response times and sure their is always room for improvement, but we feel as with our instant AIM support, which is almost non-existent in the hosting industry, we have a leading edge that allows our customers to get in touch with a engineer instantly to take care of their issues.
Again, I apologize that we could not satisfy you, but it really all depends on the expectations in which someones has.