[0xmohit]

> we're trying since 3 days to contact anybody from them to get our business back on to the road!

Didn't they already tell you how to "architect applications for resilience"?

I was told that on more than one occasion. Essentially that one should be prepared if features don't work as advertised or unexpected things (including hardware issues) happen.

> First thought after 5 years of paying them a lot of money to migrate somewhere else (e.g. Google).

The thing that works in their favor is that some of the features tend to be a specific to the provider in question. The more one uses those features, chances are that they'd find it increasingly difficult to migrate elsewhere.

[ssalat]

They're already too successful, if that customer support doesn't change we're migrating to other providers and diversify our hosting environment.

BTW – we always designed everything that there is no heavy lock-in on any provider, I would recommend that anybody else as well!