Oh, wow, yeah, 10 days is stupid long and inexcusable. 7 days is the limit for any reply at all, at that point it is almost certainly laziness from a support standpoint. Particularly considering the amount of people who are qualified to respond (like, max 3) due to only site admins being able to know that reasoning, and usually 1 or 2 people are in contact with said site admins. In terms of a customer service standpoint, if you get a reply within 3 days, you have decent support; 5 days is fairly bad, and 7 days is terrible, but passable, and anything more than that is absolutely inexcusable. 10 days is ludicrous, there's no excuse for that.
(I thought Master Optantic would make a lot of cheats on this jeje).
