Prolonged Service Outage and Unacceptable SLA

Ticket *** Outage Duration: 24+ Hours and counting.

I logged this critical fault ticket yesterday. Despite the absolute failure of service, I have yet to receive any direct communication or action from a Vuma fibre engineer after more than 24 hours. I was informed by your WhatsApp support team that Vuma operates under a 72-hour Service Level Agreement (SLA) for fault resolution. This alleged 72-hour period is entirely uncommunicated in any of the service confirmation or fault logging emails I have received, making it an unacceptable standard for a complete loss of service. My ticket was initially—and incorrectly—assigned a Priority 5. I was then informed by Afrihost that they are unable to escalate this priority until after a 48-hour period. This policy is entirely counterproductive, locking me into a lower priority for a service that is currently non-existent. Given the 72 business hour escalation period, combined with the upcoming public holiday, this means I will realistically not see my service restored until after the public holiday. This nonsense and I believe Afrihost and vuma can do better.