I have been in contact with Khai for sales support on a NM-145 mill, and he has always answered my emails and many questions within a few hours.
Several months ago, our University of Arizona machine shop needed a spare part for their model 200 and found that their emails were not initially answered for tech support. A quick call to John, the owner of Novakon, easily took care of the problem. It turns out that the tech support email box was not operating at that time, so John took care of it after the phone call.