Complaint on procedure

Good afternoon, Friday I was able to log into the app and the web based version. For what ever reason it stopped working. I called customer support who advised I would not be able to login for 12 hours! She never told me why or what the problem was, but just advised she would "keep the ticket open". This is completely unacceptable. She was unknowledgeable, and hard to understand. This honestly cannot be your solution when things go down. I find it incredibly odd that you all run a security company and then for whatever reason your customer can't access their cameras. I want you to remember there are several choices out there for security, and your customer service sucks! We had problems with you all when we first started and now this. Not to mention you don't even have a way to file this complaint properly.