This was posted by @MXroute on Twitter a few hours ago:
Over 50% of our support tickets have been resolved in the last 4 hours. We are on our way to resolving the wait times, finally 
This seems to be indicating ongoing issues with responding to tickets in a timely manner.
In the scenario where support is running to it's optimum, tickets should be responded to quickly.
If there are issues with support, responses may take longer.
That, of course, is no consolation to someone relying on their e-mail account for business, to experience problems and wanting swift resolution.
Whether or not you like Jarland's method of operation - two strikes and you're out - that method of operation is there, and you either accept it and work with it or move on.