Two people. Both of them build it.
There is no support tier and no outsourced queue, the person answering your ticket wrote the module you are asking about. Tell us what happened and what you expected instead, and we will tell you honestly whether it is a bug, a setting, or something we have not built yet.
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Is it us or is it you?
Every incident, planned maintenance window and ACARS outage is posted to the status page and mirrored to the Discord as it happens, before anyone has to ask.