I don't know if there is any data from where the owners of the service come from or where the servers are located, but it's hellishly hot in most of Europe and parts of the US, so there are frequent power outages and there may be problems with server operation. It should also be taken into account that it is the time of annual vacations in the northern hemisphere.

And frankly, a customer shouldn't need to guess why they have trouble to respond to tickets in a timely manner.