Questions about STS Customers Support

Hy...just some questions from a bewildered customer: is the Support team working Monday to Friday or just 1 day a week? Is the team a team or just Chad? Is this team overwhelmed with a great amount of requests? Perhaps anyone can give me an answer. I am just wondering why it takes always about 1 week to get a reply.
Tx in advance for some clarifying words.... .

That's sarcasm or pain or both?

No pain at all. Just a serious question from a customer. Perhaps a bit sarcasm in it because i miss something like engagement in problem-solving strategy.