Depending upon the problem you have you might want to try posting your issue here in the first instance for a quick fix. Plenty of very smart people on these forums with a broad range of experience (unfortunately I'm not one of them).
As far as tickets go, I've had them answered in a day or two, through to ones that have stayed unanswered for over six months. I haven't tested it lately, because as I said, the guys around here normally have the answer you need.