Disappointing Service Experience with Accelrit

The service delivery is incredibly weak. I submitted a ticket last week, reporting that my fiber line is down. Their failure to promptly address the issue is appalling. While I understand they rely on the backbone provider, is there no escalation process or agreed-upon SLA for such situations?

How much longer must I wait, having paid for a service I can't enjoy? Now, I have to spend extra money on data. Attempting to call your center on a Saturday is futile; I've been waiting for close to 20 minutes. Considering canceling my service with Accelrit and finding an ISP that respects its customers' needs.

Here is my ticket for reference, although, by the time this is addressed, the sun may have turned into a white dwarf.

#357447