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This is most likely due to a Sessions issue with PHP (if that is what you are running). If that is the case, make sure register_globals are off and you can set autosessions to 1 in php.ini and then reload your webserver.
If this is for ffmpeg, be sure your session.auto_start is set to 0. Don't forget to reload the webserver.
I very seldom contact support, but if I do, the response is always prompt and issues are always resolved.
I have a two small shared hosting packages and the price I pay I don't expect to receive very good support. I accept with any shared hosting uptime cannot be guaranteed neither can it be 100% and anyone who suggests otherwise is living a dream. However on the occasions I have opened a ticket they have been answered and investigated promptly. I have been with ayksolutions.com since Jun/18/2008 oh wow where has the time gone!
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.)