Problems connecting and crashing

Hi mojang
I've purchased a server (realm) and it's been crashing and taking players out of it for a month . When there's no internet problem. And one day we couldn't get in for a few hours and when we entered the next day it erased some unknown time and killed us and we had to reset the server to the last backup and it took a few hours instead of a few seconds or a minute or two. This server is not good at all ! I need you to fix it and make me up for the purchase of this month
Update: now it's not letting us entering for a few hours from time to time , and also it's been the third time that it didn't save more than 10 minutes on the back up and all the things we did are erased!..
thanks , dolev .