Every pool has issues from time to time, you will not be happy with any pool's support from my experience. Nanopool had similar issues recently, where mining stopped for a whole day and you think they issued an explanation or an apology? Yeah right...

You also have to be realistic, and know that pools will have downtimes from time to time. After all, updates need to be applied and machines restarted.

The best thing to do is to be patient. Issues like these affect pool owner's profits as well, so it's in their interest to fix it.
I started with Ethermine then found that Nanopool is rewarding more and showing better profit in their calculator so I switched. After 4 months, I came across MPH and I like the idea of multi coin mining, and so far I'm happy. It's easy to switch pools if you are not happy.