How did you contact them? I don't have a paid support plan and have rarely had them take more than a few hours to respond to a ticket. I think they provide some of the best support I've ever encountered.
I did see your original ticket inquiry get a delayed response on 11/14. When you opened the support ticket were you logged into the client area at http://www.sixbitsoftware.com and then opening the support ticket from there? If you email support or submit a ticket any other way than through the Client Area your account doesn't initially show in our system as having the silver support plan. JC did respond asap from the response that came in the next day.