Poor service

This is my second negative review of frogfoot and webafrica. When a fault arises there isn't a physical person to get proper support from. The WhatsApp communication is extremely poor. I reported a fault on Sunday, it is now Wednesday and i get a response from WhatsApp 'Thank you for holding, Upon checking the last update on the ticket is from us they requested additional information which was sent we are now waiting on their response . It is however not out of SLA as yet so we cannot escalate higher as yet. We will ask the faults management team to send a follow up again'. Unacceptable service. I am extremely disappointed with the service.