I'm sorry to hear about your frustrations with the server issues. I did spend a little time investigating the cause, and there is a note on the account that systems communicated with you a short while ago. According to the notes, they explained the cause of the issue.
In terms of the support service, I have forwarded the issue to Customer Care, and they will see towards any corrective action as its needed. Regarding the downtime issue and predicting an ETA for the resolution - that is very difficult during an ongoing investigation. They could tell you 24 hours, but then the issue might simply take 15 minutes depending on the findings of the systems team. We take these issues very seriously and we do try to resolve them as soon as possible.
It takes time for these findings and I while I can well understand your need for some type of estimate, please understand that there may be occasions when giving you a direct response may not be viable because of the ongoing investigation to the cause of the downtime. We don't want to give a blanket time estimate which might not be true.
Apologies again for the frustrations. If you wish to make comments/suggestions to management, please send an email to firstname.lastname@example.org. Let us know if you require any further assistance.
2013-07-17 4:37 pm EST