What is the typical response time for getting support?

[wbtd]

Trying to do an upgrade and have errors that need resolution. Submitted a ticket at 5AM and have had no response. Our forum is down and members are asking but I have no answers. Just wondering how long it typically takes to respond to a ticket.
Thank you

[Mark.B]

I picked this up a short time ago (by coincidence actually) and have been working on it.

[wbtd]

Thanks, Mark. Can we get an update? We heard nothing yesterday. We don't typically need support so it's awfully frustrating to pay $250 for an upgrade and not be able to install it. And I have no idea what the next step is.

[Mark.B]

I've no updates at this time. Need to do some investigation into why the issue you experience keeps happening and it probably isn't a quick fix. Your main site is up in the meantime.