Standard responce time for a gold member is roughly 8 days. Standard responce is generaly equivilent to; 'Sorry to hear you had a problem, try this fix you already read about on the forum, if it dosnt work file a bug report. Bug reports will in most instances not be responded to.'
I have silver member friends who tell me they dont get responces at all to their tickets.
That is really concerning to me, especially because my current issue involves billing problems and the loss of my subscription. Theoretically, even though I am trying to resolve and maintain a Gold account, I am considered a Silver account at the moment.
The whole issue with staff being tied up on LoR is also concerning. STO (and other PWE games) is an active product and needs proper support and maintenance, if they want current STO staff working on LoR, they need to bring in an adequate number and quality of staff to support this active product, not leave it to twist in the wind.