Unacceptable service delivery

There is forever some or other issue with Sage, the two most common ones, importing of Bank statements and the other offline situations. There also is no way to get answers from Pastel as they dont answer phones and e-mails are answered only when they feel like it. Normally the offline is for a restricted period of time but today the whole system is unavailable. A business like ours is losing money as we cannot do quotes, look up prices and assist clients in general as all our data and prices are loaded on Pastel. It is unacceptable that a company like Pastel gets away with such terrible service delivery and being the direct cause of losses . The only reason I am staying with Pastel is the fact that there are no other company to move to and unfortunately Pastel knows it.