Who do we call if the problem is with you rather than with our systems?

If your technician is unresponsive, something was handled badly, or you simply feel you are not getting what you pay for, that conversation goes to the owner rather than to the person you are unhappy with.

We are small enough that this is a real answer rather than a suggestion box. You will have the owner's direct contact from the first week, and using it does not make things weird afterward.

With larger providers, ask who specifically owns your relationship and whether that person has the authority to change anything. An account manager who can only apologize is not an escalation path.