Next level Security Systems

Our security gateway where all our cameras are accessed along with our card reader for door access and security went down last Tuesday 12/4/2018. I called next level customer support 0500 on Wed 12/05/2018 and left message with answering service (live person). I explained how we have NO security right now with the system down and as we are re-sellers of this product, it is imperative we get help back up and running today. I never heard from anyone. Next day 12/06/2018 I called the same # *** and left message with same person about the same issue and re-stated that this is a 911 as we are down with NO security. the day ended again with no call back or email from next level. Next day 12/07/2018 I called a different phone number(***) that is listed on their support page and spoke to a technician. The tech stated he has no record that I called twice before on 2 separate occasions and left message with their answering service. I explained the whole problem again for a third time re-stating the fact that we have been down now for 3 days and that this is unacceptable for a (security system). Expecting this to be the final call and that I could finally hand this off to their experts to solve, I was instead asked to either send the unit in (unacceptable for obvious reasons the first being no security or cameras while this is being done) the second reason is that as an integrator myself we cant be down with the system that we are supposed to be selling!! Frustrated and dissapointed in what is advertised as a "security system" yet has no support to fix during mission critical times is FALSE ADVERTISING AND MISLEADING in my opinion.