Budget VPS is budget VPS, there's nothing unprofessional about it, if you want excellent support you are going to pay for the privilege.
That's not support, that's them failing at providing what they advertised. I have used OVH for years, and they always fixed everything in their end very quickly. And that was for unmanaged dedicated servers, so I never had "excellent support", I had 0 support, but they provided what they advertised.