There is no level of service because the software is written overseas. They test as little as possible and write code that is quick to produce and quick to break. Asking for fixes or enhancements is like asking them to go on the Bataan Death March. “There is nothing wrong with the code, you are using it incorrectly”.
*** Asking for fixes or enhancements is like asking them to go on the Bataan Death March. ***
Having had to relatives who were on the Bataan Death March, I find your comparison misguided at best.