It's taken the ticket team two weeks to get back to me once. What I usually tend to do now is to send them the initial ticket, wait three days then update it with a reminder. Usually I get a reply within another day or two then.
Bare in mind they don't work weekends, so you're looking at a five day week. Also, you can bet their team is somewhat small, and the people submitting the tickets are vast. They're going to have a lot to get through.
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