I dont know about other people but this Level-7 service is unacceptable

I took over previous owners Level-7 and moved it to fibre contract for 10 months, been on it for 14 days and line is down for going on 4 days, when I phoned they advise a ticket was logged but get told that it could only be escalated to OpenServe after 5 days. Really they go on about there level of service and you have to wait 5 days before an issue can be escalated?