Looking for advice on a CRM that does not want to release our backup

We're currently being held hostage by our CRM, we are trying to switch because the one we're currently using, has a slew of issues and charges us $18,000 a year… Anyways the new CRM needs our backup to transfer the files over and now our old CRM is trying to charge us $2500 for the backup… If it helps the CRM is Smart Office by Ebix. Trying to figure out if we can access it ourselves or whether this is even legal cause to us it's absurd that they are trying to squeeze $2500 out of us for our own data. Any tips are appreciated!