I know SBR is operating under financial constraints in regards to the software. You want an experience that is good for the players and cost effective on your end. I think there are some basic things that can be improved upon going forward that would make things easier for everyone. In fact as long as you get the basic things right you won't need to burden yourselves with adding new games or such right away because a solid platform of NLH with good software is enough for a room to develop off of.
Anyway here are some basic suggestions to get the thread started:
1)Timebank
A timebank is basically a nonreplenishable reserve of time that you can access during a tournament/cash game (usually 60 seconds) that gives you extra time to make a decision. This is pretty standard in every poker software on the market and for good reason. Players need this time to think about situations. The delay that currently exists is not enough.
2) Disconnect Protection
It is somewhat akin to a timebank but is a time period (15 seconds in most cases) where this is a delay in the play to allow someone to reconnect. It is usually nonreplenishable as well. Every player experiences disconnects no matter who they are from time to time. Allowing them some time to reconnect is just good faith towards the players.
These are not unreasonable requests I think and would make the experience better for everyone.