Terrible service, no response on tickets and useless responses via telephone

Terrible service! After the datacenter outage we lost history on some of our email accounts both on our server and our desktops. We reported the issue on the 8th of Feb stating that the data of a certain email account is very important as it is part of an ongoing internal investigation. We continuously phoned to follow up as we received no feedback and every time the response was that they are currently as we speak working on the issue. On the 12th of Feb we received an email from the Network Engineer Eldrid stating that he has re-send all emails from SpamTitan during and after the datacenter outage. We never mentioned that there was an issue with us receiving emails. We followed up more than once via phone on the 14th and every time we were just told they are busy working on it. On the 15th we asked to talk to a manager or for a direct contact number for a manager and we were told that they can only give us the name of the Network engineer nothing else. If we are not allowed to discuss issues with management, how are we supposed to sort out urgent matters? Today is the 16th, we have still not received any feedback and our issue has still not been resolved. Why do we pay for a service that is clearly not happening.