We need a sage pastel data fix, but not getting any response from support

Sage accounting/pastel, I have emailed support 3 times since Tuesday to book a data fix. I have not received any communication back. As a company we need to plan this, our server is going in for repairs today as well. Am I following the incorrect procedure, what am I doing wrong? The service is so disappointing and we pay quite a bit for this software. If I am following the incorrect procedure.... surely support can just drop me an email and let me know how to get help.