SK, I want to be honest with you. My experience with them is that, I use their themes mostly and they all are working just fine on dozens of my adult websites and never had any major issues really but their plugins can be buggy sometimes and I am using the WPS Mass Embedder every day and once in a while it does not find any videos, but it is a great tool.

So that being said, I do not really have to contact their support for anything, I did this like three times over the years but I can not tell you if they improved in that regard. Also, please consider using my links if you buy anything from these guys.