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Nice guy but if you need support make sure this is not a project coming down to the wire. You will need to follow-up multiple times to get replies, so meanwhile don't get caught waiting on them to make any deadlines.
Hi there, sorry I wasn't able to get your customization request done on the same business day you requested it on, in time for the promotion you wanted to run. I try to reply to all support and customization requests as fast as I can. I believe I responded to all your emails within 24 hours.
We are usually always very busy with custom development requests, so we work off a first come, first serve basis. I'd be happy to make your requested customization, it would just take us a couple of business days to get done. It's mostly just a one-man show running this app, so your patience is appreciated here. Thanks.