Why are we getting constant server uptime issues even with dedicated cPanel & website maintenance?

hey everyone, so we're running a growing saas app and a few months back, after struggling with the backend stuff, we decided to finally outsource our website maintenance and cpanel management to a dedicated service. seemed like a good idea to free up our dev team, you know? the promise was, like, 99.9% uptime and all that peace of mind.

but honestly, it's been pretty frustrating. we're still getting constant server uptime issues, random site slowness that drives users crazy, and occasional database connection errors that pop up out of nowhere. it's like, what's the point of payin for a dedicated service if the core server reliability isn't there? they're supposed to handle all the updates, security patches, backups, and monitoring, but these problems just keep happening. i've contacted them multiple times, and they usually just say "it's resolved" or "we've rebooted the server," but then a few days later, boom, another issue. it's really impacting our user experience and frankly, our reputation. i'm wondering, what specific things should i be looking for or asking my provider about when these issues come up? are there common blind spots in these kinds of services, or even things i should be checking on my end, like maybe code optimization or database queries that could be causing a strain? i'm a bit lost on how to get to the bottom of this. thanks in advance for any insights!