We strive to respond to tickets within 4 hours on an average business day. This means that we're able to see your issue and make contact, but doesn't mean the issue will be resolved within this timeline. We prioritize our resolution times internally. This means that a client who is experiencing a server crash will be bumped to the top of the list, ahead of someone who may be having some printing problems.
We get to everyone, but sometimes situations are dynamically presented to us, so we have to adapt. We do it for everyone, so when you have a major issue, you'll be bumped to the top of the list, just as fast as anyone else.