How can I escalate a "unique issue" that has been open for 4 weeks?

[Gabi B]

Hi,

after migrating to ning 3.0 our network's storage suddenly increased nearly six-fold. This max have to do with migration of photos. We are currently completely blocked from uploading files to our network. This issue is with ning support since 4 weeks and all I get is apologies (which I do appreciate), but no progress has been made on solving the "unique issue". In its current state our new ning 3.0 network is nearly useless and my users are really fed up. 

How can I escalate this to speed up the resolution?

Thanks, Gabi