or advanced support is via email only and you are stuck waiting 24-48 hours for a reply, even if your site is down. In addition, running a standard malware scan (Wordfence, Sucuri) is "too many queries" for a standard/pro hosting plan with no other sites on the account, unlike basically any other wordpress host. Then the site is down for another 1-1.5 hours -- and if you contact help, they can't even tell you that this is the reason. Awful hosting, awful service, not even cheap.