My experience is that they have a poor system for letting you know when they're actually working on a problem. I'll submit a ticket and other than the automated response, I won't get an update until things are fixed.
That said, things get fixed for me pretty promptly (my wife has another story with the horrible Blingy cluster problems, but we've rehashed that issue endlessly). When I say promptly, I mean within 24 hours, and usually on the same day.
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