[Initial Question]: 
(9:46 am) [System] Customer has entered chat and is waiting for an agent.
(9:51 am) [Jeremy B.] Welcome to HostGator.com live chat. My name is Jeremy, I will be happy to assist you with your inquiry.
(9:51 am) [Matt]: Hi
(9:51 am) [Jeremy B.] Hello, How may I be of assistance today?
(9:51 am) [Matt]: This is very urgent, we appear to have been locked out of our server
(9:51 am) [Matt]: I was on live chat earlier today saying we had some suspicious emails from you guys saying someone was trying to get access to our account via live chat
(9:52 am) [Matt]: And now MySQL is showing as down on our server and our WHM login is not working
(9:52 am) [Matt]: Can you get us asap someone to shutdown/reboot the server or something to make sure nobody else has got access to our data on it
(9:52 am) [Matt]: I'm opening a ticket from our login to your ticket system now to verify authenticity
(9:53 am) [Matt]: Do you know a Jacob Pe?  Have dealt with him a lot at HostGator as we're WHMCS - the billing solution provider
(9:54 am) [Jeremy B.] Please allow me just a moment to see if hes available.
(9:55 am) [Matt]: Ok thanks
(9:55 am) [Jeremy B.] May I have the TIcket ID in regards to this so that I may pass this along as well please.
(9:56 am) [Matt]: Yep it is
(9:56 am) [Matt]: MFA-18353450
(9:57 am) [Jeremy B.] Thank you for that information, One moment please.
(9:59 am) [Matt]: Any progress please, this is super urgent right now?
(10:00 am) [Jeremy B.] For security purposes, I will need you to verify your identity by providing ONE of the following depending on your payment method:
 
 1.) The Security Pin you setup upon account creation.
 2.) The PayPal transaction ID of your most recent payment. 
 3.) The last 4 digits of the credit card on file for the account. 
 
I apologize for any inconvenience this may cause. 
(10:00 am) [Matt]: last 4 digits of card are 6499
(10:01 am) [Jeremy B.] Fantastic. Thank you. Please allow me just a moment to work on this for you.
(10:02 am) [Matt]: Ok we must get this dealt with asap in case someone has gained access
(10:02 am) [Matt]: I was worried when we got the emails earlier saying someone was on live chat with you trying to request access, but the live chat guy I spoke to assured me nothing would have been given out
(10:02 am) [Matt]: Can you reply via the ticket and we'll continue it there? Really essential it's urgent though - please
(10:03 am) [Jeremy B.] I most certainly understand Matt, Sure thing,
(10:03 am) [Matt]: Thank you
(10:04 am) [Jeremy B.] No problem at all.
(10:04 am) [Matt]: Will monitor for the ticket and come back on live chat if needed
(10:05 am) [Matt]: If you had to give a rough ETA how long do you think until I would get an update on this?
(10:05 am) [Jeremy B.] I'm working on escalating this matter immediately for you.
(10:06 am) [Matt]: Ok thanks, much appreciated
(10:06 am) [Matt]: If you need me I'll be monitoring that ticket
(10:06 am) [System] Chat closed by customer request.