Netmake support Issues..!

When i log the support request , It takes more than a week to look in to it and ask some basic information like sending log files and settings exatra …! and before the resolution finds support , we solve Our issues due to project ourselves and priority Rush …?

  1. What is the normal response period is the Ticket Requested by customer …?
  2. In the activity priority always showing It Was Normal But there is the option availble in the website … To set Priority

Was this issue raised several times and 48 hrs response is Committed … But no one is looking into this

Appericate anyone from netmake atleast look in to this ticket and advise