Just guessing: They bought a software from a third party and treat it as a "black box". There are few known ways that the software fails, and the local team ha

Just guessing: They bought a software from a third party and treat it as a "black box". There are few known ways that the software fails, and the local team has instructions on how to fix it. But if it fails in an unexpected way, good luck, it's impossible for the local team to identify and fix the problem without the vendor. The reason it took so much was they realized too late that they need to call the vendor. Probably you have to blame managers rather than engineers in the support team.