There was no CRASH... It was an update and for some users it might have taken longer based on the amount of data.
And, I responded to your initial Topic on the community but don't track every comment made... which is much more than what other CEO's do. Keep in mind, I am busy running a company that supports 15 million users and personally direct all aspects of the company from Customer Service to Development. I do still try to find time (normally in the evenings) to participate in the community or take some sales and support requests to stay informed and active with users.
Clearly, that is not not enough for you.
Also, as a long time user of SmarterTools, you should know that the User Community is just that. A place where users communicate and SmarterTools employees participate from time to time. For guaranteed responses that are tracked, you would start a ticket with Sales or Support.