Depending on the severity of the issue, we aim to respond within 4 to 8 hours, although it is often much quicker than that. If issues are submitted late in the day, or overnight, you may not hear back until the next business day. This week has been a bit of an anomaly, it is Spring Break week and several people are out of the office on vacation with their kids, so we're definitely running behind this week. I apologize for the slow response times this week.
We do have plans to streamline some of the support ticket fields, I do understand there is a lot there. Not sure when that will happen yet, but it is something we're discussing.
Thanks for the compliments, I've passed them along.
