My last ticket took 9 days to be answered, and the answer was "yeah, it's broken - have a nice day." So, yeah...
Mine was 10 days.
"I'm sorry, even though you paid real money for it, and it got deleted by a bug, we won't help."
Not only will I not spend money again on stuff they are unwilling to give back if a programming bug eats it, I won't bother with a ticket again. Next time, I just won't bother. 10 days. I filed my taxes and got my refund in my hand in less time.