Thats a pretty good response time. We usually respond to our tickets within 15 minutes, sometimes if there are more tickets in than usual it can take up to 30-40 minutes, but it's never like 10 hours our days. - Prilep
I use SiteGround. They have terrible reviews but I've never had one problem... I'm thinking about switching to Booyah! Hosting - from what I hear support is top-notch.
Awesome support, you have good reason to be happy....since they essentially saved your data. I hate php/mysql vulnerabilites, but mostly those who exploit them....so annoying.