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Yeah, like the bare minimum requirements of "Here's what I tried that didn't work, and that is why it is your problem, and not a request for managed service."
Initially you didn't provide any information that makes it clear that it was a problem that required access over your level, that's really all there is to it. Therefore low priority and not their problem until you replied a second time. You now know what to provide the first time. If you'd learn from that and make sure to do it next time, instead of being snarky here about how it's not your job to tell them the details of your support inquiry, you might have less problems.