**** service from Openserve - not strict enough SLA's from Axxess

I am a Axxess client and my internet access went down during the night and I logged a call this morning at 6:41 - below =================================================== This is in response to ticket: No Internet access, created on 2020-01-24 06:41:00 Good day Thank you for contacting Axxess Fault logged with Openserve with *** =================================================== I just phoned axxess now and they said a technician is not assigned to this yet - after 9 hours! It will be fixed sometime over the weekend he says, they can only escalate it after 48 hours. What kind of SLA is this that you can only escalate after 48 hours. Times have changed, we watch Netflix with data and need data to work, we are not in the dark ages anymore!