Does Gosolar have service level agreements with their installers?

I submitted a support request on January 3rd, detailing the incident where a spark emerged from the battery breaker, causing our system to malfunction. It has been five days since then, and each time I call for an update, I receive the same response. They assure me that they have logged the issue with their service provider, Fynbos Solar, but as of today, I have not been contacted by anyone. I am concerned that there is a lack of service level agreements or escalation procedures in their customer support and service inquiries. It is frustrating that we are expected to make monthly payments without any clarity or resolution. I have tried to contact Fynbos solsr myself without any luck. Concerning client.