AO3-6815 Update Contributing Information (#4936)

* Updated CONTRIBUTING.md

* Updated README.md

CONTRIBUTING.md

@@ -8,7 +8,7 @@ and a [list of Known Issues](https://archiveofourown.org/known_issues) for
 publicly editable.
 
 If you need help using the site, or want to report an issue you have found,
-please [contact the AO3 Support team](https://archiveofourown.org/support).
+please [contact the AO3 Support team](https://archiveofourown.org/support). Our Support team is staffed by volunteers, so please wait for a response before submitting another ticket. Duplicate submissions will not make things happen faster.
 
 
 ## Reporting security issues
@@ -25,7 +25,7 @@ official OTW volunteers, please feel free to make changes!
 
 ## Suggesting new features
 
-Please [contact the AO3 Support team](https://archiveofourown.org/support).
+Please [contact the AO3 Support team](https://archiveofourown.org/support). Our Support team is staffed by volunteers, so please wait for a response before submitting another ticket. Duplicate submissions will not make things happen faster.
 
 
 ## Contributing code

README.md

@@ -22,6 +22,8 @@ We welcome pull requests for bugs described in our issue tracker. Please see our
 * [Developer Documentation](https://github.com/otwcode/otwarchive/wiki)
 * [Commit Policy](https://github.com/otwcode/otwarchive/wiki/Commit-policy)
 
+We do not have a public chat, but you are welcome to contact us at [email protected] if you have any questions.
+
 API
 ----------
 There is currently no API for the OTW-Archive software. While it is something we're considering for the future, we ask that contributors instead focus on issues already in our [Jira issue tracker](https://otwarchive.atlassian.net/).