They do try, usually, but I suspect there's something going on at the moment -- either they're understaffed or perhaps just super-busy. I've known them to reply on these forums with a very short turn around time, even outside their office hours .. but also have no presence here for days on end, so it's hard to predict.
Taken from their home page of the forums:
Our support team is online from 9-5 EST, Monday through Friday.
Frequently Asked Questions are available on our FAQ page.
If it's something the community can help with, post here in the Support Forums.
You can email us at email@example.com as well.