The other night I had an issue on my site where the Minecraft account block wouldn't show under messages in threads. I submitted a ticket later in the night to address the issue.
The next morning at 8:05 AM, I received the first response from support. A couple emails later, back and forth addressing and confirming the issue, a new update was posted and I was notified in the last email in the thread at 9:01 AM. Within the hour I had that update on my site and the issue was fixed!
I do have one recommendation though. I've been installing add-ons from the admin panel via .zip files. I wish the resource was packaged a bit easier for easy drag and drop of the .zip file into the admin panel. What I've been doing is adding the "upload" folder, LICENSE file, and README file all into a .zip file and uploading that for ease of use without having to SFTP into the webserver.
Overall, phenomenal response and reaction times I must say. Easy to give 5-star rating along with ease of installing and setting up the addon and plugin. Keep it up!
Don't hesitate to get back in touch if you have any other queries!