So i just bought a server, And ive been stuck on installing for 3 hours.. i submitted a support ticket and this is what they said

"Apologies, I've forwarded your ticket to a sysadmin for further diagnosis. They'll respond as soon as they're available to do so. Please don't reply to this ticket unless absolutely necessary as it'll bring the ticket out of their queue so they won't be able to review it when they're next available. Thank you very much for your patience!"

So now i have to wait for a sysadmin?