Private VPS scans taking a long time to get processed

we’ve been trying to get some private VPS scans processed and they’ve been in “Processing” state for three or four days now -
is this just how long it takes or is something wrong?
manual suggests they should be processed in four hours or so I think.

Hello Ross,

Thank you for bringing this to our attention. Can you please send us your registered email ID for the Lightship account and the private scan mesh IDs for those still stuck in the “Processing” phase, so our team could look into them? Please let me know if you have any questions. Thank you.

Hello Ross,

Thank you for the details. We appreciate your patience. We’re in the process of investigating the issue further.
Meanwhile, could you please submit a fresh private scan and let us know if it processes successfully within 4 hours as expected?

Thank you!