Support tickets not being answered??

I put in a support ticket over 6 days ago and no answer requesting help and offering paid support. I never heard anything back. Is the product developer engaged with support or interested in paid work?

Dear webjive,
Im sorry, you can send me a ticket back again? I will help you!
Best Regards,
Huyen Tran

The ticket is in your system now. Ticket number 783665190

Dear webjive,
we are answering in your Ticket, you can. you can go there to exchange.
Best Regards,
Huyen Tran

Same issue. Initially they responded the next day but with an answer that did not help the issue at all. I told them there is a bug that needed to be fixed that stopped the whole program from working right. They said they would. 6 days later and still no word from them. Very frustrating to have a paid product not getting support.