Why is Husarnet Support so bad

Husarnet Support is really frustrating and bad. Their official support channel, especially for all sales related queries, is support@husarnet.com. But any email to that takes many days (definitely more than 3) to get some response.
And for technical queries, it feels as if they completely ignore any emails and have to be reached out separately.
Our Robotics Startup is at the final stages of deployment of Husarnet on all our robots and any email sent to their support email takes many days for a response which is causing huge project and decision delays at our end. This attitude is causing us to re-evaluate the whole platform because when things go wrong, we can’t rely on priority support for the same - especially if it’s a time sensitive issue.
This is frustrating and I would urge anyone evaluating this platform for their organisation to keep this in mind.