Originally Posted by Limespace
The response should be asap. The issue should be solved within 8-12 hours max.
That fully depends on what the problem is too.
"I broke my email, help" is a great deal different than some random person using a bad script on their site that causes some crazed fool to run an injection onto an entire server, causing it to be down for not just their site, but all the sites on the shared drive too.
Just the same, something that could be company wide (cPanel freaking out), could take longer since its not the host waiting on their end, but cPanel on that end instead.