What is "a long time" ??
Well as an IT professional I can tell you that there is NO WAY any network engineer or programmer would let anything take "a long time" to get fixed. There are too many people out there looking for work.
If it is a software issue or database issue, they have no excuse as the data could be temporarily stored in any basic MS_WORD document and later entered into the database.
If it is a hardware issue, you can pretty much get any piece of hardware shipped to anywhere in the world in about 24 hours, and have it installed and integrated within hours.
If it is a network issue - in any OSI layer, it should not hold up things for long if at all, as the data could be stored on any local machine and replicated later when the network issue was solved.
I cannot say for sure, since I don't know their problem. But I cannot imagine anything taking more than a day or two to get sorted out, even if they were not willing to do a temporary work around.
The NY state DMV network crashed once, and they were down for a couple days. I worked for Cisco at the time and helped their network techs install a new supervisor module in one of their switches. The part was shipped, installed and configured in about 24 hours total. And that included our diagnostics and configs.
So I would just keep bugging them every couple days until you get an answer.