I have used a few companies in the past and have had to use their submit tickets systems. Usually I would have to wait either a few hours to a few days to get an issue resolved.
I needed to get my cpanel password (as for some reason it wasnt working) investigated and it was sorted VERY quickly! My first ticket was logged 20 April 2017 02:24 PM and reply which made it work was posted 20 April 2017 02:37 PM!
13 minutes, must be a record! :)