SQL Database access for Backup

This is a bit more of what is reasonable and what is allowed. I have a client that pays about 75K per year to a solution provider of a database application that houses medical data. The client wants to add the SQL instance into their disaster recovery plan which requires a username and password to be entered into Acronis so it can properly backup the SQL. The solution provider claims that they can not give us the credentials necessary to do this. There claims as to why all seem to be based on more that they are afraid someone is going to steal their code and not the data. The solution provider statements says they backup the database which it appears by that they create a backup but that is to the same drive as where the SQL resides. Any thoughts or comments on this is greatly appreciated. Something I've never run into before ever.