Justedge.net, VERY Long Response Times On Reboots

I have had a node with Justedge since July last year, they seem great for the most part, until things go wrong and you need their help.

Here are their responses to reboot tickets which I have sent in, all critical, all with things like "Reboot Needed" "Server reboot" "Server down" as the headers, all with either "Emergency" or "Critical" as the priority.

Here are the response times, when I sent in the ticket and got the first reply. I thought it might of been an isolated incident at first that they took a while to respond to an urgent ticket like this but it has seemed to not be the case.

Ticket submitted -24 Jul 2008 06:40 AM
Response - 24 Jul 2008 09:12 AM (Took 2hrs 31 minutes for a response)

Ticket submitted - 09 Jan 2009 02:46 AM
Response - 09 Jan 2009 10:50 AM (Took 8hrs 4 minutes for a response)

Ticket submitted - 10 Jan 2009 04:13 PM
Response - 10 Jan 2009 04:18 PM (Score, actually a quick one)

Ticket submitted - 10 Jan 2009 04:43 AM
Response - 10 Jan 2009 09:03 AM (Took 4 hrs 20 minutes for a response)

Ticket submitted - 03 Apr 2009 07:04 PM
Response - 04 Apr 2009 11:06 AM (Took 16 hrs 2 minutes for a response, luckily the server started working again in this time, aparently there were small power issues with something, although no detailed reason actually given)