Hi Lionel,

Our sincerest apologies, as we wrote on the ticket;

We had our Orthodox Christmas Break, our Support did not work through the Weekend ( we usually do not work on Weekends) , and we also had a non-working day on the 8th of January, which further postponed your waiting time.

That being said, we should have responded yesterday, we apologise for that, it is due to a large volume of tickets which we received in that period.

This should not happen again, we will do our best to be much quicker going forward.

Thank you again for your patience.

For future reference, please don't open multiple tickets with the same topic, 

as it wastes your and our time trying to either find a response twice (if, for example, my colleague responded on another ticket already) 

or inform you that the ticket has been submitted more than once.

We go through tickets in the order in which they are received and/or responded to, so creating multiple tickets will only increase our queue; it will not speed anything up. 

We try to be as fast as possible, so thank you for your patience.

If you have any questions or concerns about another topic, please open a new ticket, and we'll gladly help you.

Thank you for your understanding.