Yes I've been in contact with support regarding improper moderation in the past and had a nice dialogue with them. They also have to respond to other tickets (ie if you want CSS, you have to contact support).
I'm unsure if they're not responding to Any tickets right now or just those related to NSFW deindexing though. Leafos talks like they are responding in the forums (you can sometimes see him responding to people), but I honestly don't know if that means anything..
The fact he made the thread for the NSFW discussion hidden to me says that they're not actually replying to people who comment there. Because if they were, it would make more sense to have it public so people can see what was already asked. I mean we all basically have the exact same questions, so it's not like there is any confidential difference between us.
To a degree, I can understand doing that. Whenever you get involved in potential litigation the first thing your lawyer will tell you is to delete all your online content and stop talking to people about anything related to your case.
Having a hidden forum helps to concentrate any discussion about it into a quarantined area in hopes of preventing further discussion about it.
