Submitting an incident vs. message in this forum

I submitted an incident (incident # 3634) 5 days ago and haven't heard a response. I submitted a message to this forum before and got a response in a couple of days. Is this normal? When I have an urgent issue, should I submit an incident or a message to this forum. Is there another revenue for getting support for licensed user? Thanks, Eric

Eric, Support incident is the preferred way to get support from us. We will get back to you soon regarding the other incident. I apologize for the delay, it doesn't usually take this long. In future, please send an email to support@syncfusion.com if an incident gets delayed a lot. Regards, Praveen Ramesh