I submitted my account for review and provided the requested information about my use case. The project is a low-volume, non-marketing, historic-text preservation website. Email use is limited to transactional/admin messages only: contact-form notifications, occasional backend/admin alerts, individual replies to inquiries, and access information for selected proofreaders. No newsletters, subscriber lists, campaigns, or bulk sending.
After waiting 3 business days and not receiving any response, I reached out to support. I was then told that information was missing, so I provided the requested details. After that, I received another follow-up asking for backend details about where the SMTP/API information would be added. I provided that as well: ZeptoMail SMTP would be used only by the server-side backend, with credentials stored privately outside the public web root, not exposed in frontend code or public repositories. The contact form is rate-limited, and bounces/errors would be monitored through ZeptoMail logs and backend mailer logs.
My concern is not the review itself; I understand why providers protect their sending infrastructure. My concern is that each follow-up seems to restart the waiting period. For a production website, this makes it difficult to rely on the service, because if there is a production issue later, I need to know whether support/review responses will be timely.
For those who have gone through this process, is this normal? Should I keep waiting, or is it better to look for alternatives? Does this review process usually reach closure after clarification details are submitted?