Reasonable time to wait for a callback?


What do folks think is a reasonable amount of time to wait for a callback?

I’ve had a problem with my account. I’ve logged a support request and ponied up money for callback. Yet after 3 hours I’ve not even received an acknowledgement of the request other than a copy of my sent message in the support history.

I’m generally happy with the quality of the control panel, bandwidth+storage ratio to dollars per month, performance, and the support available via the knowledge base and forums. However if help is commonly not readily available in a timely fashion, even when paid for, then I need to look elsewhere for our hosting needs.

Is the wait time I’m experiencing normal?

thank you for your thoughts.