how long does it take to get responses via 24/7 support

Hi, I just signed up for the free trial and wanted to use the 24/7 support as I need some help with certain topics. submitted a ticket about 20-30 minutes ago or so and I'm just wondering how to get ahold of someone when I need an immediate answer as this is what 24/7 included I thought? If not, what's your average response time and is there another way to ask questions? Couldn't find a chat either.. thanks, Anne