Suppport Question

Does anyone know if it is possible to escalate a support issue? I have been batting emails back and forth over missing 'mission critical' documents with no end in site. Support calls that were scheduled were missed ect. all resulting in a huge waste of time and resources.

Also, I would highly suggest that anyone looking into any online document management platform perform some due diligence on what type of support to expect should there be an issue with your chosen platform.