I have used bits of their Internet Suite for over a decade. Looking back over the few tickets I have opened, the response time has varied between two and ten days. Not much more than it used to be when Sergei just responded to e-mails. I agree the help file is a bit primitive but they also have a large library of examples and tutorials for the Internet Suite on their site and on Github. I know nothing about their other products, but the ones I use are pretty solid. For this reason, and the fact that I have the source code, I have never really worried about where their offices are, or how many people are in the 'Clever Components Team' which appears under Sergei's e-mail signature.