I'm sorry for the experience that you have. If you have a ticket that needs attention, please feel free to PM it to me. Furthermore, please note that a majority of 500 errors are caused by the scripts themselves. In many cases, the web.config needs to be altered for the 500 error to be fixed. While we will get to all of these problems and requests, we can not provide instant help when it comes to customers' scripts. Especially if there are 250 different accounts that we have to indirectly provide support for under a single reseller account through us.
Regardless, you'll find that when you call, you will be connected with someone from our team very quickly. This is something we've continued to promise throughout our growth and continue to up-hold. Many customers demand help with their scripts which unfortunately delays the general ticket response time. However, through the phone/chat, we can get to non-scripting related requests quickly and resolve them in a timely manner.