For approximately 12 hours, starting last night at 10pm Pacific Daylight Time, the trouble ticket system we use was malfunctioning - mail to our support addresses was bounced back to the folks that sent it without being added to our support queues. We can see that folks sent us mail, but the actual contents of that mail was lost.
Our sysadmin is working on untangling exactly what happened. To anyone that sent us support mail: please accept our apologies for the inconvenience this caused. We'd also like to ask you to re-send the messages that bounced back to you. We'll get your mail processed and get responses back to you as soon as possible.