If, when you opened your new trouble ticket, you picked the "Emergency Tech Support" option, in most cases, your ticket will be answered in about 5-10 minutes, however we do request you allow up to one hour for us to respond. Our 24/7 emergency support staff is notified of new tickets via email and text message. For standard support, or sales/billing, we ask you allow 1-2 hours to respond. Please remember, we are located in Louisiana which may be a different time zone then you are in. While our emergency support is available 24/7, sales & billing is generally available between the hours of 8 AM and 5 PM C.S.T. , Monday - Saturday