Appalling support!

Twice in 1 year their storage platform has gone down that has negatively impacted attached cloud servers, our being one of them. Firstly, a cloud server should have redundancy (this is the whole point of cloud), they offer none. Secondly, the level of support from them as well as their attitude to get back to you has been terrible and almost non-existent. Yes you get to chat to a tier-1 tech, but this poor person who has to deal with the irate customers has no way of checking in to see what tier-2 and tier-3 support are doing, there is no internal status on systems and therefore no-one front-end truly knows what is happening!! Some clients like ourselves are trying to run their own business and heavily rely on these servers to be up and running. If that cannot happen then the image/snapshot should surely be connected somewhere else that it can be operational? With over 450 mail users on our server (that has been down for over a day and a half so far) we are all just sitting here waiting for you guys to figure out and resolve this issue.