RSA WEB issues

I'd like to share a detailed and objective review of RSA Web. I had a connection issue (Octotel picking up an issue with my LAN conflicting with their network). Either Octotel or, I suspect, RSA Web, simply pulled the plug on my connection. I was left without an internet connection for more than 24 hours. This was only resolved after insistent pushing from my side. In short, RSA Web's individual help desk people (Sean, Josh, Bryce) are knowledgeable and eager to assist, but the "Chat Option" people simply pass the buck, and the SOC (whoever they are) take their time. My impression: a disjointed response system to customer issues from an otherwise competent service provider.