Hi,
We have 24/7 Livesupport and tickets are answered 24/7 with some delays at busy times. Our customer service is totally free and you can get a reply almost instantly.
You could move your forum and your MYSQL database onto the same account optimizing stability, what you seem to have there is your SQL database stored remotely from your forum which has to enable the forum software to connect remotely to the database which will cause loading times.
If you have any more questions do feel free to pop-on to LiveSupport at any time and chat to pre-sales
