Unhappy agency trying to get resolutions

The fact the software is not working and costing my company money every day it’s not working is not a good product. The lack of attention to fixing a problem and the lack of customer service to actually talk to someone about the problem is not effective as well.

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As of now, I have had over 25 calls emails and conversations with Deputy about scheduling. My staff is unable to see the open shifts in the software which poses a problem for us to fill shifts in a timely manner. Our software had an update and prior to the update worked great. Now no one can see these shifts and the clients are unable to post the needs in their portal. [They] do not have a direct IT support line that can address this problem and [the] software is costing me money every day this does not work. No one can seem to find the issue and no one at [the] company seems to want to try to fix it. I’m at the point now that I’ll need to find something more stable to use since this is not working anymore. [In my experience,] the customer service is poor and no one has an answer. Account managers aren’t helpful. [The] 855 number doesn't seem to help and 2 times a ticket was closed and not escalated due to non-response after I responded. And the only answer I get now is that they are waiting for their team to respond.