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I have 2 tickets, both with severe impact on my store and with 5 days and any kind of answer on yours side, and i see tickets posted a day or two that are being answered…
I thought the priority policy is a queue where the tickets are treated in the creation/modification order, but i feel that my tickets are ignored  , can i at least get a headsup as someone is looking into it, as i am really stuck and i cannot even rollback and it gets frustrating.
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Hi,
There is no ticket priority. Some problems however take more time to get resolved. E.g. a small CSS glitch cannot be compared to a more complicated PHP error.
We are not enterprise company with 24/365 dedicated support staff, but we try to help everyone within a reasonable amount of time. Yes, it sometimes takes days or even week or two- it depends of the complexity of the problem. This is how this ecosystem works.
BR,
ThemeBurn team
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