Something is broken
Same day, usually within a few hours during European working hours. Include the twin name and roughly when it happened, because the audit line makes it much faster to find.
Contact
Write to a person
There is no ticketing system, no chat widget and no first line of support. Messages go to the person who built this, and get answered by the same person.
Security reports are answered the same day. Say so in the first line and it will be read first.
What to expect
What gets answered, and how fast
These are intentions from one person rather than contractual response times, and they are written down so you can hold them up against what actually happens.
A security report
Same day. There is no bug bounty and no formal disclosure programme, so there is no payout and no form to fill in. There is a person who will take it seriously and tell you what was done about it.
A question about whether it fits
Within a day or two. Describe the decision rather than the feature list and the answer will be more useful, including when the answer is that this is the wrong tool for it.
Legal, procurement or a questionnaire
Within a few days. Questionnaires are answered honestly, which means several answers will be no. The security page says which ones in advance so nobody wastes a week finding out.
A feature request
Answered, and then either put on the roadmap page or not. You will be told which, and no date will be promised, because the roadmap page carries no dates on purpose.
A request to delete your data
Acted on, not negotiated. Most of it you can do yourself in the product in less time than the email takes to write.
If the question is whether this would work on your numbers
That one is better answered on a call with your file open than in an email thread. Forty minutes, one decision, one file.