We respond to all help inquiries as soon as possible and offer potential solutions through our help channels.
If there’s a problem with a certain site, and is not a general wide-spread issue, we add it to our bug queue for investigation. Testing and addressing any issues with every single site on the Web is a daunting task, especially because many sites on the Web don’t follow standards perfectly.
So our prioritization of testing each individual site depends on how many people are affected by an issue, and how popular a particular site is. This unfortunately means that if a single user has a problem with a single site, it is lower in priority compared to other issues.
While whether or not you are a paying customer does not affect our bug prioritization, we do prioritize replying to support questions from our Premium users.