Is this normal?

HashFlare support don´t reply for an email:

Today, I´ve made a purchase on SHA-256 for 6,5 Th/s the payment was more than 1 BTC, I used the coupon for the discount and they send me an invoice. The amount sent was the correct one, the payment was pending first, now is time out, the balance was never updated.

I have sent an email for inquirying, the email still open, after more than 8 hours. The support has not replied to it!

Any clues why the support is so slow?

I did the same thing few days ago, and it worked, with out problem.