Is this service still active? why ignoring?

because I’ve sent pre-sales questions, twice now, i’s been more than 7 days. I know those emails have been opened so are you just ignoring us and not replying at all? why is that?

Yes, we got your ticket and it will be processed soon. You asked a lot of questions.
There was a problem with your initial email, it was not processed correctly by the ticket system.

if my project was not delayed, I’d already have purchased from your competitors. the Q’s I asked takes 20-30min to reply., it now was 10 days, no reply still. so I understand, if you can’t take 20-30min to earn a customer, you don’t really care about this biz and it would be also safe to assume that the level of support after purchase, where we have everything live, people using your product, but if need help, there will be hardly any available when it’s needed the most. is that right?

Yes, sorry, we are just overwhelmed these days because an important product update has to be released, and we give priority to customers.
If you had one or two technical questions, it would really take 20-30min for us to reply, but, in your case, you asked a lot of specific technical details (proof that I watched your video BTW).
If we want to answer to all of your queries, then the engineers behind XLS Padlock must take the time to review all of them.
If it’s OK for you, I can already answer some of them, but not of all immediately (the most technical ones).

sure ok to answer some if still not able, even after 1 month, to answer all