Customer Service Very Slow

My websites hosted at Axxess are Offline as of 08/11/2017, along with the email of the sites. No response from support for nearly 3 hours now. And my customers are complaining and blames ME!! They can surely up their response time. When I was with Afrihost, somebody from Support would have phoned me within an hour, AND fix the problem right there.

Very disappointed with the Customer Service. Considering to move my Hosting somewhere else.