When submitting database requests to Eagle Access, if they are returned as “Awaiting for info”, after our reply to this, the request takes long to get picked up by EA. Response time varies between 2-4 hours. For production issues, this is far too long.
I’m not sure if this is related to the new portal and how the responses get queued. Typically the initial submission gets picked up fairly quickly.
I've noted another client making a similar remark.