For users who have purchased a premium plugin from us (or a have purchased a premium support token), we offer high-touch, 1-on-1 support from our trained support staff. If you submit a support request here, you'll get a helpful response within 24 hours or less (during business hours).
For the rest of our users, we do our best to monitor the WordPress.org support forums and respond in as timely a manner as we are able. We appreciate the countless helpful volunteers who also take time to respond to forum posts here.