We are very sorry to hear your feedback and would love to work with you to address your concerns.
1) Pricing is definitely something that will vary from customer to customer due to the number of variables such as users, connections etc. We are happy to discuss your pricing over a phone call to clarify any questions you may have.
2) For any critical issues that you are facing, we are always here to help resolve over a phone call - irrelevant of your support level as we understand the business impact of critical issues on your business. However, it is an industry standard practice to charge an additional fee for phone support relating to non- critical issues. Also, we conducted an internal investigation of your support tickets and find that they have been within our agreed SLA. In saying that, we would love to hear from you if there are any we may have missed.
3) We always follow a rigorous process of testing and second testing items before making any release. However, given the nature of software, there will be instances where a release may have unintended consequences. However, we are always committed to resolving the issues ASAP and establish security measures to ensure this doesn't occur again and mitigate the risk going forward.
4) Again, as stated above, we may delay a release if we have found bugs in the testing process to ensure issues raised in point 3 (releases that have unintended consequences) does not occur.
We are always committed to providing a positive experience for our customers. As mentioned above, one of our senior staff members will be in touch with you to answer any of your additional questions/concerns to help