Certainly this sounds like an issue for you and your company, but I don't see why it is an issue for the project and its maintainers. Many companies enter into support contracts with vendors whose solutions they adopt to avoid this very problem. The solution seems simple to me, your company should seek a support contract with the vendor, and if that is not possible, find a different solution for which they can. It is unreasonable to expect anything, especially in a business sense, from anyone who you are not paying to support you.