You are totally right. I have advised them many times to smarten up with their support times. When we do get support and they know the issue they are very good but forget it if they run into an issue that they do not know how to resolve it. We are still waiting for an issue to be resolved.
In addition I do not believe their support is 24/7 which one would expect for such customers like yourself and us that have production virtual machines we expect 24/7 support. As such we have engaged a third party support company and pay then a monthly fee as relying in Softaculous support is no way to run a business. They have a wonderful product but are let down with their support which is a very easy fix if they just listen to their customers.