Downtime happens but don't deny it when it does!

Just now the Altezza server went offline.

I understand these things happen but when I went on livechat to find out details there was a delay between my inital details and support's response. When I got the response (about 15 minutes after once resolved) it was:

Note that the following were experienced:

- 500 server errors (I'm aware this can be specific to .htaccess errors etc but not this time)
- website not found (suggests server went offline completely)

When I mentioned that it was definitely server specific this is the reply I got:

then when I once again assured the staff member that it was server specific:

This is true but it's very obvious that on this occasion it was definitely server problems but staff were never going to admit this which is what agitated me to post this.

So you may be thinking how I know it was a server problem, well see the screenshot below:

http://www.zomex.com/libs/images/site.png


Note that I'm not annoyed about the downtime as it happens, instead the fact that it was denied by staff.

This thread could have been avoided if staff were honest instead of patronizing and assuming that I had no understanding of the situation.

Even as simple as this:

^ Quicker, easier, honest response example