To be fair, when support requested a meeting to assist you remotely, the intention was to schedule a time. Obviously, they cannot always drop everything to respond immediately; they are a team of 6 supporting 500 customers.
Anyway, to explain: Kamil was in the daily meeting between the support and dev teams, and responded to your live chat message – in which you said, “i am available” – within 7 minutes.
I understand there was a few minutes delay between when you followed the link and when Kamil could actually connect, and in that time, 4 minutes later, you posted the above response. Kamil finished the connection process within a further 10 minutes.
To me, that is a reasonable response time, and is certainly well within the expectations set in our customer service guidelines.
I am closing this topic to enable us to communicate with you directly, rather than using this public forum. I hope the issue gets resolved to your satisfaction.