live chat last times

what are happening with live chat?
I coudn't connect to it in less than 20-40 minutes last months. I think that it is for urgent issues, but 40 minutes are not very urgent.

I wrote about it but I always get the same answer: there is not any issue with live chat. But then there is some human resources problem with this.

Right now I'm waiting for 15 minutes and there is no live chat support, and my website is down...
 
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