I have never understood what the network is down response means. Is the server down, or is it the router, kana metro fiber, kana a process on the server has failed, or the server has shut down? When you ask them if they reported and received a ticket number for support, they will tell you they don't operate like that. How can there not be a ticket logged for support with a defined support resource and attached SLA's for resolution? When you try to offer solutions, they are not interested in listening. What really is going on here. We fix issues daily that stay fixed for different clients, so I'm at a loss.