I had a back and fourth exchange with Ian a few days ago. He replied pretty instantly. My only educated guess is that, that software does require a certain amount of technical expertise and understanding, ideally some chops in DevOps and then some. It won't remotely surprise if Ian saw email support tickets from people who clearly underestimated the technical debt required to run this. He does stress that point across his Q&A here.

I suppose you can engage him on a consultancy basis to get this operational to your needs, at least give him some motivation to help you.

I hope he continues to develop this and may it be around for some time. It is a potentially a very valuable tool in the right hands.