Their Support Consultants should join Eishkom

We have been experiencing downtime during load-shedding. Not always, but the service becomes very unreliable. Some of the businesses around us have different ISPs so we submitted a ticket to ask Axxess if they do not have backups to keep the service going during load-shedding, or if it's VUMA's issue since we could see other businesses working with different ISPs (i.e.: other than Axxess) were having problems with their service too. 2 days later after a follow up on the ticket, we get this brilliant response: "Please be advised that the service would stop working during load shedding, as the devices does connect to your power supply in order for it to be working. Kind regards, Regards, Kelly G.". I have erased the surname of this consultant out of respect, but PLEASE send her back to training. How can you guys accept that a Support Consultant treats a customer like she/he is an idiot? Could you please explain to her what an ISP and what VUMA is, and that we have a UPS/solar system in place, and that we have expressed that the internet becomes UNRELIABLE during load-shedding, meaning: WE HAVE ACCESS TO OUR INTERNET SERVICE, BUT IT BECOMES UNRELIABLE AND GOES OFF FOR 2-3 HOURS. Either VUMA or Axxess DO NOT HAVE BACKUPS to provide a steady internet service during load-shedding - It is an issue affecting a large area. Thank you very much.