A few years ago, DDO used to have in-game customer support (CS) that could help with in-game issues such as lost items, broken toons/accounts, etc. I had an issue yesterday where I lost items moving from crafting storage to inventory that were not in buy back, didn't return after character swaps, restarts, etc so I decided to access in-game support and raised a ticket. Members of my guild have told me that some of their tickets have languished for months and were never acknowledged at all and some have said that their tickets were just closed without a response. So if any of the Devs can answer the following it would be greatly appreciated by me, and many of the other players I'm sure.

1. Is there an in-game CS team for DDO still? i.e. Do GMs actually still exist?
2. If there is a CS team, what are the working hours/days? Is it Mon - Fri, 9am to 5pm EST? Is it 24/7?
3. Is there a ToR, SLA, or QOS for Customer Service? How long should it be before a ticket is even acknowledged? Not necessarily solved - but just an acknowledgement so we know that it's not just at the back of an infinite queue.
4. Is there a prioritization process? If so, how are things prioritized - I imagine that players may have different concepts as to what should be a priority vs what you guys have on paper. For example, a broken toon or lost in-game items should be higher priority than a busted quest in most cases.
5. Is there an escalation process for when tickets are not acknowledged or dealt with properly? If so, what is it and how is it accessed?