Best chilling systems out in the market. Great Techs

Took me over a week to get a response for a service problem we have. Tried calling..left messages. A system they installed and we could not get a response on our Equipment that is down. Very Very Poor Service. I am the Refrigeration Specialist for a Fish Plant in Alaska. The software is in there hands and we have an internet connection with them. The software to solve the problem is proprietary so I cannot access the plc to reset it myself. I know what the problem is but, need there help to get us running again. Very poor service from a service company we have been with for Years and gave a lot of business too.