Shocking service from Durban Mweb Office

Our Business has recently subscribed to a 4 Meg uncapped fibre service through MWEB. The line is critical to the services we provide to our clients. We experienced downtime on the line for 14 days in February and still have very poor performance on international Traffic. The agreement stipulates a response time of 1 hour and a 95% up time. If our line is not up at least 95% of the time in a month our business is compromised significantly. After various requests to the Regional sales and account manager in Durban to ask: why the line was down for so long and how we avoid this in the future they have not come back to us. We also have 2 outstanding requests with the account manager for confirmation on upgrading the service. This has been going on for close to three weeks but they never get back to us. Probably the worst service we have ever received in South Africa,