Lack of attention/urgency

DHL South Africa is hosted with Internet Solutions and the domain has expired - Internet Solutions failed to notify any staff at DHL South Africa of this in advance. Then a ticket is logged with Internet Solutions on 20 November 2015 at 7am. Again, this is business critical as revenue is generated through the DHL web site. I call Internet Solutions on 3 times (unitl 11:30am) and all the call centre is saying is \The ticket is logged and assigned with he Engineers and we at DHL cannot speak directly with the Engineers. They will respond but there is no turn around time on when that will happen". I find this attitude extremely dissappointing and not in alignment with corporate governance standards. How is it that no service levels or standards are in place? This is a serious problem - kindly help to take this matter up with Internet Solutions"""