How terrible is hostgator? and why are you still with them?

One of the web server I rented with hostgator was server gator4305 it was down for maintenance for almost 24 hours now. Imagine if you were hosting a small business website that takes appointments or update, what will happen to your business? What is a controller swap and why is it taking so long, what are the process involves? well apparently it’s not transparent of what they’re doing that take almost of 24 hours now and still counting, not up yet.