Yes, the support team is 24x7.
A lot depends on how busy they get but mostly how long it takes to actually debug your issue. It also depends on whether your issue is actually a sysadmin issue, a config request, or a coding question, etc.
Besides it being impossible to estimate what their backlog is, it's hard to estimate how long it might take them to resolve your issue without knowing what the problem is.
As I said before, one unfortunate feature of their ticket system is that you can't tell whether you're wainting in queue or whether someone is looking into the issue.
I do know that if you server is straight up non-responsive or down that it takes them a while to selectively disable the offending site that is bringing the server to its knees.
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