The length of response differs depending on the type of issue you are experiencing.
Where possible senior moderators will assist to speed up the process but many issues need to be dealt with by a GM.
The support section can be very busy after patch days due to various reasons.
Many Issues can be resolved by reading the forum and other players experiences posted there, so sometimes it is worth looking there before submitting a ticket.
A sticky is normally placed in general for major issues with instruction on what to do or try and if that fails contact support stating what you have already tried.