Paid support is very disappointed

Hello!

I'm your new customer, but i found there is huge problems with tech support. I have made several tickets, and got no answer for 6 (six)! days for my first one. This is totally unacceptable for a "paid" support.
Moreover, i vent to online chat tech support, and a the someone with nickname "Caela" (as far i can remember) tell me that my tickets will be moving to highest priority and will be answered in 4-5 hours.
Need i say that after 9 hours there was no answer either?

That's VERY disappointing, please do something with your tech support.

Hello Serhii Kutserei,

I'll take it under their control. And answered to you in 30 minutes. I don't know how it's possible 6 days without any response but we are very sorry. Be patient please.

I don't know what to say, Viktor:

http://i.imgur.com/CShjJAv.gif

(this is today screenshot)

Hello Serhii Kutserei,

We apologize for the delay; there was an unexpected peak and we were unable to take care of your ticket in a timely manner. We took all necessary measure to avoid such delays in the future.