Hello yamada,
well, we try to help the users as much as we can. But we have limited resources to do this, so we cannot always respond immediatelly or do everything the users would like to have. We also rely on other experienced users to help others.
You cannot expect that all open-souce projects will have intensive support from the developers (when it is unpaid), because we are still commercial company, so the prioriries are there, where we get paid for it.
If you are willing to pay for the support, you can have it even 24h a day if you like.
Hopefully you can understand this.
Best regards,
Michal