While I wish these guys had live chat service for tech support, I understand how labor intensive that becomes with the customer on the line. The email support has been very responsive and efficient - they typically solve any issue between 30 minutes to an hour or two. Very outstanding. Our Magento site has been loading pages very quickly since we moved from an over-priced local company who sometimes took weeks just to get back to us to say "we're looking into it, sorry my wife blah blah blah." It's great to be working with courteous professionals.