Funny thing is, according to eSignal each user will be assigned to a data center on a dynamic basis, to balance load between data centers.
If this is true, failure of a single data center should not even be a problem - users would be simply redirected to another one.
Maybe they are not even working on the problem. I would not be surprised if their staff is currently working on new useless features for eSignal 10.5 instead of trying to fix the connection problems.
But one thing is for sure: They seem to care a shit about their existing customer base.