What is the preferred turn around time? I know if its not something urgent in our system you can set to low/med/high levels, but what is good? I have heard so many talk about waiting for days for any type of reply from their hosting company.

We try for anytime within the first 20 minutes of one being submitted to show good faith that we are investigating whichever issue might be going on, but I don't think I could handle waiting a day for a response.