I have my website hosted with a hosting provider and they have recently had a serious outage. So at the moment it is at 48 hours and counting where I can't access email, http or ftp. I'm obviously pretty annoyed and I'm wondering how normal a thing this is? I'd always thought that hosting providers sold themselves on 99.8% up time and other metrics of that nature and my assumption was that a good host would just NOT have something like this happen. I am paying for the hosting and the company is supposed to be on the upper side of prestige.
So my question is: Is this as terrible a failure as I think it is and should I change hosting providers?
EDIT: Additional Info
- Outage was transparently documented on their website and email list
- Reason given: "Backup restoration in progress"
- Responded to support requests regarding it promptly (if just to mollify)
- Don't have an SLA, just on shared hosting