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Make sure that you have WHM > Basic Setup > Apache Access Log Style > set to combined
Even though I only have a shared hosting plan, their technical support team responded to my tech support request within the hour, and correctly to boot. (I needed to have a subdomain point to a Tumblr blog by changing the CNAME.)
Best customer service I've encountered anywhere. Great product at a great price.
I very seldom contact support, but if I do, the response is always prompt and issues are always resolved.