Poor response time to ticket submissions

Response rate to tickets submitted is extremely poor. If you submit an URGENT ticket, you would expect it to be answered within a reasonable time. I submitted an URGENT ticket on 31/10/2018 at 14:33 about frequent breakdowns in internet connection and have until now (2/11/2018 6:54) not received a reply. In the mean time I have to run my business with my internet connection breaking down frequently.