Is PeoplePerHour falling apart?

It has been more than a month since I submitted my ticket for support. First, I get an automatic apology for late responding, then they cancelled it and asked to submit the ticket again due to the error. I submitted the ticket again and the same thing all over again. The last time I used PPH support was in 2021, and they were very decent in resolving issues. Any idea whether PPH is falling apart and we should be careful with accepting new jobs and getting paid?