I am in the UK and run my support desk on my own. At busier periods I may employ more support staff but generally I like to do my own support.
If your question is not answered in the FAQ section, or the knowledgebase for the specific product you bought then please open a new ticket.
I aim to reply to all tickets as soon as possible but please allow 24 hours before chasing the ticket up.
Although I do work some hours at the weekend you should assume that weekends are not working days and so if you submit a ticket or answer an existing one from Friday evening (UK time) please assume I won't get to it until Monday morning. Again, I probably will answer but I just want to avoid any upset customers wondering why I have not answered.
As my valued customer (or potential customer) your satisfaction is of utmost importance to me and rest assured your ticket will be answered as soon as I can.
Thanks,
David Taylor