Talk to the person who builds it
There is no support tier and no ticket queue. One engineer in Germany reads these, and if something is broken the reply comes from whoever can fix it.
Company
Nelson Ventures UG (haftungsbeschränkt)Feuerbachstraße 26
63452 Hanau
Germany
Reply time
Usually the same working day, Central European Time. If it is urgent and broken, say so in the first line.