The new MSFS State Report is a file that can be generated within MSFS to help us at support try and narrow down the cause of the crashes. Deciphering this information, along with the other files we may request help us in providing an educated guess as to the cause. I personally look for the faulting module first, then base my troubleshooting off of the type of fault seen. As far as our response time goes, it is generally rather quick. We are a small support team, but very dedicated because we are doing something we enjoy and try to provide the best service that we can.
Feel free to submit a request if you ever need assistance:
https://flightsimulator.zendesk.com/hc/en-us/requests/new