Ok, most players lack understanding on how the staff system works. iEra and iClassic have two completely different staff trees. I know this because I used to work for iClassic.

iClassic:
Manager - Manages the staff.
Developer - Makes new content like items and such. As well as plans the DEVELOPEMENT of the game. Practically responsible for any scripting that goes on.
GFX - Makes the Graphics that you see in game. Mostly the released hats/heads/bodies/furniture are made by the GFX team. Also at times a GFX is assigned to design a new item.
Uploader - Uploads your heads/bodies/shields/swords.
Levels - Designs new levels and areas. Also has responsibility of fixing any errors on the levels. Level scripting.
GP - Police the server to stop any player harassment, glitching, hacking, or any kind of action that goes against general rules of the game.

NONE of these staff positions entitle a staff member to reply to your PM. Keep in mind BEING a staff member is VOLUNTEER work, which enables the staff members to work on their own time, at their own pace, to their own preference as long as it follows standard staff guidelines. It isn't against the rules for a staff member to ignore a question, there is no Player Relations position on iClassic as opposed to iEra.

I'm not entirely sure what all the iEra positions are but I'm going to list the ones I at least know of so far.

iEra:
Manager - like iClassic manager I'm guessing.
Developer - like iClassic dev I'm guessing as well.
Levels - same thing...
GFX - yada yada same.
PR - OK HERE IS THE DIFFERENCE. If I'm not mistaken a PR is there for the player, hence Player Relations. In other places a position like this might be known as a CM or, Community Manager. I could be wrong about what a PR does when it comes to Graal, I'm just going off of my general knowledge/experience as a PR/CM myself on other games/communities.


Also I'm sure I missed some iEra positions so feel free to add them lol.