Steady decline in support response times

Having been a client for 25 years since Hetzner days, and spending on average of R150K a year with them, the decline in service levels and response times are becoming a major problem. I should not have to wait 30mins for a chat response or 20mins on a phone call in order to resolve a mission critical problem generated by Xneelo itself on my managed servers. I have referred 100's of clients to Hetzner in the past due to world class service and prompt action. The phone would be answered within 3 rings or email tickets within 2 hours. They deserved to have the #1 rating on most review platforms. Not anymore. In good conscious I have stopped referring people to them. The problems started when they left Hetzner and changed their name. Over the years I have made numerous suggestions on how to keep us loyal clients engaged....A simple example is I said I would be happy to pay extra for priority support considering I have at least 4 managed dedicated servers with them. All I get is lip service. It boggles my mind how management have not put 2 and 2 together why they are now #2 and dropping? If you need reliable, responsive and quick turnaround support esp in the managed server area give Xneelo a skip. When you need to resolve serious issues quickly, support is just not available. I did warn them this was the last straw for me and I would post a 1 star review. Only way for change to happen is vote with your feet. A real pity, as they had it all.