Afrihost and Openserve: poor service

For the past 6 days we have been without internet. Afrihost informed us that the issue lies with Openserve on day 2. It would've taken 48 hours to solve... Yet, no solution nor feedback. They keep on logging one ticket after the other and apologizes for the inconvenience. How can their ability to provide the service they sell be based on a ticket log and wait system? I am on the verge of canceling our contract. This is redicolius