Joao no longer works for Purism and his incoming emails are being redirected to the support@ alias, which then triggers creation of a support ticket if the message is not in response to an existing ticket.
I think I’ve noticed your question in the ticket queue, but there is a significant (1-2 week) support ticket backlog that Purism is actively addressing while onboarding new support staff, composing new documentation to answer FAQs, and dedicating existing staff to manage during this transition. No one is being ignored - we’re just trying to catch up.