I had several ticket messages not being answered, always with an excuse of some ill colleague or sth. Even after months (!) I did not get responses. Then, my product became end-of-life and they didn't tell me, but expecting clients to look at their homepage regularly.
I was talking to the owner on the phone twice now, it felt slightly unprofessional. He was teaching me stuff which had nothing to do with the problem I had (far too long of tangent explanations). It seems they have learned from my issue and changed sth about their support system, which also made me change this review. It has too harsh before, I am sorry for that.
In the end, I was offered a small refund. May be that my case was just very unlucky, I cannot tell.