What type of support agreement/plan do you have? If you have basic, then it could take 50+ days to get your ticket looked at. If you have Premium/Unified, then it could take less than 24 hours. Support is a business and if you are not paying for it, your response time is going to be low. Look at the millions of companies who have really bad support. For example, I have a fridge that has a bad fan. I created a support ticket and got notice that they will send someone out to fix it. It has been 1 year, and nobody has come to fix the fan. Then again, I don't pay extra for this support. Why, because we live in a time that support is DEAD and we simply go buy a new fridge when it dies.
