we recently had two incidents where a user sent a ticket by email and never heard back from us. This was because the mails were considered spam by the mailer. If you do not get the automated response email from the ticketing system within an hour or so, it would be great if you could create the ticket here from the help center.
Sorry for the inconvenience -- we get a terrible amount of spam and our mail service has been so far very good in delivering your emails!
Your support team