Firstly, apologies for this. I cannot give you a reason right now, but would happily investigate it for you.
Could you pass me over your ticket ID? (Either here, or you can send me a private message).
Thanks for letting me know - I'll pass this on to the support team.
With general support questions we usually reply within a few working hours, though this may change depending on who needs to be involved with your issue.
When you have an issue that relates to the systems performance (eg. An error or bug), it usually requires a developer to investigate the issue which can take a little bit more time. If it's an ongoing issue that we are working on there are times where the developer may not reply to your ticket within the normal response times. This isn't to say that they're not working on it, but most of the time means the complete opposite.
Hopefully we can get a resolution to your issue soon, and in the meantime I apologise for the issues that you are having.