Why is support taking so long to respond?

I have been waiting over 3 hours for an urgent response to Jotform not working for me.  Can someone please urgently at least respond and acknowledge?

I had a commercial deadline to complete a form today, but started hitting problems shortly before the deadline.

Please see my early support request.

Thanks

Sorry for the inconvenience this has caused you. We do have a lot of support thread as of the moment that is on queue which is the reason why there is a delay on answering on your thread. I checked the latest thread that you have created (https://www.jotform.com/answers/1031378) and the thread is now being handled by one of my colleagues. We truly are sorry about this delay. We are trying our best to answer all of the questions/concerns of our customers much faster.

Thank you for your consideration.
Regards.