The live support almost never is available at the moment that we need it. It is not possible to leave the live support a message about the high priority topics. We once were told that it is there 24/7, but couple of months ago we had a weekend that the service was down and we had to reach support via Facebook.
We did not get any 503 errors over the last couple of days of testing, but you did not leave a message that things should be fixed and we could do some testing again. So please be more careful in your communication, as you promised. What does “escalated to management” then mean?
Regarding “the timeouts on some documents” and “can take some time”, make sure you are more specific in your communication because this forum is a terrible way to communicate through and we have no clear status overview of what is pending and what is fixed and can be tested.
Our first logs about implementing this feature already are of June 2014, so this is taking way too long to implement. We are well aware of the fact that new features can be buggy and we are willing to help you guys with testing, but based on all the latest events it seems like there did not even happen some proper testing before.