Hire more (different?) employees to process help tickets!
We've been waiting 2 months for you to make RTE work for one of our providers. I've been paying you full price in that time.
While this is the most egregious offense, overall response is slow and frustrating.
I don't know what happened in your help ticket department in the last 2-3 months, but the way things are currently, I certainly wouldn't recommend Dr. Chrono to my colleagues.
I understand that they have those "high priority goals", but "deliver the service that people are paying you for" also needs to be a high priority.
In my experience the ticket response team is very quick to respond. I haven't had any delay of more than one business day between my question and a response - now or two years ago.
There is a difference however between responding to and addressing problems. It is my understanding the majority of development effort is currently tied up with high priority goals such as 2015 ONC certification and MACRA capabilities.
They are hiring developers, according to https://www.drchrono.com/careers/.