You can always ping them, I suppose. But you should be using the Premium support channel for this, not the Free Hosting forum. Here, you get volunteers who may or may not have access to some tools to help fellow users on Free Hosting, not actual x10 support staff (for the most part).
thanks for trying to help esselar. really appreciate it. my ticket was answered just now. also i don't know where the premium support channel since the login portal is different from free hosting where on free you just click community.