How to lose customers in record time.

Our business lost wifi after 20:00 on Wednesday, but could only log a ticket after 9:00 the next day, after holding an hour. The ISP has logged the ticket and is bing extremely unhelpfull, just saying sorry, and saying the SLA is 72 hours. it has now been almost 48 hours without connection, no feedback on the cause, the planned solution, the ETA... and this after more than 10 follow ups from our side.