1-Grid server has been off more than on these last few weeks

I used to be very happy with 1-Grid and as a reseller, received good service and very little downtime on the websites/emails. However, these past few weeks, my websites have been off more than on, and even though I've phoned numerous times, sent support tickets etc, getting very little help. It's been escalated but still the problems persist. One of the support personnel promised to phone me at 11 this morning, it's 15:00 now and she still hasn't. My clients are incredibly unhappy as their businesses are suffering (online shops etc). I just can't understand why this issue on the server can't be fixed permanently and why they can't keep in touch.