The few times I’ve needed support from BMD, I’ve sent an email. The response time varies, I guess they have a lot to do.
Some times it’s a matter of minutes, or hours. Other times it’s a matter of days. But then again, I might be asking some extreme questions. The answers have been very good in my case. Satisfied as a fish in water.
Most of the time, I end up reading forums to see if anyone else have experience in what I have questions about. Most of the time, the Cow or other forums is the source of knowledge.