Xara staff do visit this forum daily as far as I can tell:

PhilM, Covoxer, bb2, PeteS are all regular posters at TG -- some other Xara developers and staff also post where specific questions about their 'area' is posted and can help right away -- I've seen it

Forums like this and the other Xara-Users forum are a resource for users of xara software and it's members, where xara users have things in common and can help each other.
If you have an urgent issue and searching doesn't get you the answer you need here or the other forum, then opening a ticket with xara support is the way to go.
Other software vendors use pretty much the exact same approach, no joke