Support has stopped

I don’t want to make waves with this but It is frustrating waiting for weeks or even months to get a reply from an author. A whole website is based on a template from them and it would be really expensive to switch to a new theme at this point. I don’t want to name the author at this stage because they might have their reasons, but I have to re-consider the switch. My question is: is Envato checking out authors still?
Is there another way to solve this kind of problem? I am willing to hire a wordpress programmer to fix this bug for me, but the website is for a public school and basically they have no money to waste.
I cant even get an answer when I asked if paying for the theme again would get me better support so I am in a bit of a pickle here.
Any ideas will be much appreciated

Hi @RicZalewski. If you are having issues contacting an author, I recommend opening a support ticket at the Envato Help & Support Center, if you haven’t done so already - our Help team will be able to look into it for you.

Hello @RicZalewski

If you decide to hire a WordPress Programmer, we will be interested to work with you. We provide WordPress Development services through Envato Studio