The Realmac team is pretty modest in size and they are usually hard work donning all the various hats needed to move the product and community forward.
As @zeebe mentioned it is standard for support tickets to take 24-48 hours for reply.
If you need assistance quicker than that, or support from a very divers population, then it is best to post on one of the forums available.
I only read the first several post in this thread and am sure someone has said it already, but jI figured it worth noting just in case.
P.S. if you google “rapidweaver weavers community” you will find additional community resources.