Grid1 Support disappointing

Good Day,

I logged a support call yesterday and marked it as urgent - After waiting 3 hours i followed up on the call to escalate it as my website was down due to an ftp issue on Grid1 side hence the urgency. Another 2 hours passed before someone from support attended to the call. Then another issue occured with an upload - as yet my website is still down and there is no sense of urgency coming from Grid1 Support to assist!! Please explain your escalation procedure as i asked for it on the support call and no feedback was forthcoming. If i cannot get adequate support in time i have to consider changing web hosts to another company that values it's client base.