In my opinion this is a serious issue, and even the administrators here are not aware of the main reason and why it took longer this time. I'm wondering if the problem is related to Cloudflare or the hosting servers, and I believe the hosting company can provide an answer for this error and suggest ways to prevent it.
The hosting company will not be providing an answer to what caused the downtime or ways to prevent it.
It is impossible to have a website or app with zero downtimes, but when it last as long as 2-3 hours then it is a problem that you will not want to repeat itself.
Hopefully the update on the server end will be able to fix whatever issues that caused the downtime.