After waiting for more than 12 hours since I submitted my first ticket, I decided to do the live chat. Here's the 'result'. Speaks for itself.

Welcome to Technical Support. A representative will be with you shortly. You are number 1 in the queue. Your wait time will be approximately 0 minute(s) and 38 seconds. Thank you for waiting.
All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
You are now chatting with 'Sonny'
Sonny: Hello and welcome to GISOL Live Chat Support. I am Sonny here to assist you with your issue.
Henk: Well, my website is down for more than 12 hours
Henk: www. henkbos.com
Sonny: The server that your account is housed on (server1090) has had one of its drives fail on the raid. The raid is currently rebuilding and should be back up and running just as soon as it builds fully. We have turned services on the server off in the mean time so that another drive would not be lost during the rebuild. We have dispatched a team of system administrators to the server farm where the server is located and they are working around the clock to restore services as soon as possible. We have not been provided an ETA as the server has massive hard drives with lots of data. We will be updating our customers as soon as we get more information. We sincerely apologies for the inconvenience and are working on a better technique so that this does not happen again.
Henk: nothing from the ticket
Henk: so why does nobody tell me this and do I have to go throughthis procedure?
Henk: it also seems that you are not fully redundant
Henk: who is compensating me for this?
Sonny: Henk, we are extremely sorry for the inconvenience caused
Henk: I understand that but that does not answer my questions
Sonny: Our level 3 techs are working on the issue and they will resolve the issue soon.
Henk: That still does not answer my questions:
Henk: i want to be informed pro-actively and i wnat to be compensated
Sonny: I am sorry but I don not have any information related to compensetion
Henk: who should I write to? You have to agree that thisis unacceptable.
Sonny: please send an email to troubleticket@gisol.com
Sonny: Oh I am sorry, it is troubleticket@mygisol.com
Henk: troubleticket@gisol.com does not do anything. They have not responded to tickets re this issue and always reply with a standard answer. I want a name of a person.
Sonny: Sorry Henk, I will not be able to provide you any information on that.
Henk: So this is it? Just sorry customer, tough luck???
Sonny: As I told you earlier that this issue is been worked upon.
Sonny: It is been catered as a High priority
Sonny: And soon it will be resolved.
Henk: OK, I will copy this conversation and take other steps
Sonny: Okay
Sonny: Is there anything else I can assist you with?
Henk: Not really.