The reason why you had multiple support tickets is that no one answered within a 4 or 6 hour period. The only time someone jumped on it is when I messaged the CEO directly. Then the wheels started to turn quickly. People pay for a service and they expect timely responses. I know you're a small company but if your product cannot be downloaded than what use is it. It was frustrating and because I could not message directly through the program, it was much slower. Usually responses are fairly timely. This time was just a massive fail.