It depends on the nature of the problem, as well as whatever logistical support one has to address regarding such issues.
If it involves issues outside their realm functionally and contractually, there's also nothing for them to comment on. That in some circumstances they are as much in the dark as you may be. Which can involve anything from a software update from their vendor to a server issue with their host. Worse still...a "backbone issue" relative to things which may be beyond both the host of the server as well as the domain.
In most cases irate people don't want to hear, "We don't know", or "we can't say how long it will take to fix it". I know- I've been there personally having had to administer over 40 websites and 4 forums at the same time. I didn't have the logistical support to constantly apprise people of what I honestly couldn't answer. Luckily they didn't ask me to lie either. And this was a multi-billion dollar corporation everyone knows selling a product. Not just a handful of community website forums.
If you don't have the logistics behind you with every problem that comes up, you don't want to get caught saying, "The check is in the mail!" It's a fine line to walk, whatever your real logistics actually are. And above all, the nature of the problem in question.
It's not what you want to hear...but then it's also not lying to you either. Of course neither of us knows exactly whats going on behind the scenes. I'm only trying to explain certain dynamics connected to such an operation whether they actually apply here or not. Contractually and logistically, what you demand isn't necessarily practical on a perpetual basis if at all under certain circumstances.
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