What should I expect in terms of a response time to a request for support?

Per an earlier support request I granted access to my blown up site, per N's (Rockstar Support) request, >2 days ago and I still haven't received even the most elementary response from anyone. I'd accept any intelligent reply, including "We can't figure this out. Give us more info" OR "Give this a try". Doesn't staff cover for one another? I'm trying to understand what I've gotten myself into by signing up and paying for services that I thought included "support". I'm uncertain and confused and wondering if I should terminate my account and use another service. I though y'all were the good guys & gals. :slight_frown: