How does support work here?

I've sent in a few support requests via the chat but all have gone unanswered. From the support requests, I see that @ColorfulRod45 (https://appointmenttrader.com/user/ColorfulRod45), @FluffyStar64 (https://appointmenttrader.com/user/FluffyStar64), and @GloriousSeed75 (https://appointmenttrader.com/user/GloriousSeed75) have all been online since I've sent my request messages.

Is there a special way of getting a response to by service requests? Do I need to be of some user level to get a response? I would think by being a seller on this platform and generating revenue for the platform via the fees that that would be enough reason to answer service requests.

Please advise.