Heck, even with enterprise level support, from large companies, I've had to wait days to hear back from someone before. One time, I had to wait a year for a critical bug fix. As a work-around, I had to write my own script, and schedule it to run daily, and even then I had to monitor it and baby-sit it.
For new products and features, LWD is slow. I have to be honest about that. But for support and bug fixes, they're more on the ball than a lot of large companies.
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