Actually, our technician has already replied to your emails. But it seems that you still have not received them yet.
From our experience with this kind of issues, we discovered from what our customers told us, that there are cases when our emails went in the spam or bulk section of the email address. Maybe it is a good idea to have a check and whitelist email@example.com
in your mailbox to get the prompt response.
I have just PM the reply from our technician to you, please kindly check your inbox.
If you have any question, please feel free to contact us at firstname.lastname@example.org
Best wishes for a wonderful new year!