I agree free to play, and volunteers. However If you're going to accept donations from players, you should be putting out a quality product. As well as if you want a community that's known for how it takes care of its members, you need to actually take care of them. Just because you're a volunteer doesn't mean you can suck at your job. That's a lame excuse and a one that is used all too often on this server.
As for real life jobs, I have an extremely hard time believing you can put hours on a single game and not have 30 to 35mins to take care of your members. I have a job that demands a lot of time in my life as do many of my members. Ask my gang and players who I take care of. They would let you know I put a lot forward for them, even if it's my own reputation. It's hard to say that over 30 to 40 staff members can't take care of 70 reports within 30mins. That's extremely absurd. We need a better excuse than, "this is a free server", and "hey man we have IRL things to worry about''. If that's the case why should players invest their time in your server? This server is a product and service just like any other business. Macros and Micros for you business players out there. Your first impression on your players should be that you care about them.