technical support from zoho is bad or not?

i recently sign on to Zoho for mail hosting. We have been using it for 2 days before our first issue started yesterday. We can send but can't receive emails. Normally with our old provider we would have an answer/solution within an hour of putting in a support call. Not here.

It is going on 24hrs now since this issue started and still no answers or even a response to see if they are working on it. How long has it taken other users to get issues resolved? or am i in a wrong place?