I've always had good luck with Netwin Support.  Even once when we had an urgent issue, they got right back with me to help resolve the problem.  As for as in this instance, it could be that they were working on the fix as you emailed and wanted to get it done before writing back.  Or perhaps they were affected by the earthquake.  I think they are based in New Zealand.

Steve


Stuart,

Actually I sent several over the past week to 
surgemailHIDDEN@t@netwinsite.com as well as the list @ 
surgemailHIDDEN@etwinsite.com

Yesterday I finally found your form on the web site and used it.

Tim

-----Original Message----- 
From: SurgeMail Support
Sent: Thursday, March 03, 2011 11:53 AM
To: Tim Meyer
Subject: Re: Where is Support

Hello,

I see a message that came into our servers on the 03/03 (yesterday) but
I don't see any others, you sent more on this issue?
Marijn will answer it very shortly regardless (in the next couple of
hours) and I am sorry it wasn't answered yesterday when it arrived.


Regards,
Stuart

On 4/03/2011 4:54 a.m., Tim Meyer wrote:
> We have been running Surgemail for several years, and always had good
> luck contacting support. However, for the past several days I have
> emailed support with a problem we are having with Surgeweb. No answer,
> nada, nothing. I have filled out the form on their web site also.
> Does anyone know why support is silent? Maybe its time to start looking
> for our next email server software? I really like Surgemail, but without
> support, it is now becoming a detriment to our offerings.
> ------------------------------------------
> Tim Meyer
> CEO, JTM MultiMedia, Inc.
> 515-277-1990
> www.jtmweb.com