@Nocta Thanks to @mastohost item 1 is dealt with.

On the second point, that varies from day to day. In the last week, we've had close to 100 reports to deal with. Most of these have been open & close, but others required direct interaction with users and the to & fro there can weigh heavily on the mind.

We're a team of 6 right now and expanding all the time. We'll be handing off ownership to a collective ASAP.