Unresponsive CS desk - Consumer Complaint for Converge ICT Solutions Inc.

After promising an improved response time, nothing seems to have changed. We lodge for an assistance request as we have an outage since last week and the auto response is quick to acknowledge my email and says that CS will reach out shortly. So much of "shortly". Can you define what this means to manage the expectations of your subscribers? It's been 5 days ever since and 2 email follow up emails and no response still.