Ten Ton Hammer has posted a short Q&A with one of the GMs currently handling the day-to-day player petitions in Vanguard: Saga of Heroes.
Q: Petition wait times are a common gripe among players. Is there something we, the players, can do to help?
A: Due to the ever-changing nature of MMORPGS and the vast size and amount of content Vanguard has, there are times when a bug may be encountered. Please make sure to /bug these issues instead of petitioning so that we can help those that cannot reach their tombstones, have stuck characters, or that may be experiencing other (game-stopping) issues. You will not get a reply to your /bug report, however the issue will be looked into as soon as possible.
Also, being gamers ourselves, we understand that a player may become upset when encountering an issue that affects the character they have spent so much time with. However there will be times when an issue is out of our hands and we are not able to assist further. Arguing a ruling we may impose only wastes our time and your time as well. We humbly request that you remain calm and polite if we find that we are unable to assist you further with an issue. You will find that if you treat us with respect we just may be able to go that extra mile to assist you with your issue.