It may depend on the problem and whom you emailed to. I started with their sales section (since that was the section I had the problem with) and got next day service. The only time I've had a substantial time delay was when I had problems on a weekend, and once when they were having problems with their server, but I sent again when the site was up and got a response very quickly. I also included the file names and a copy of my electronic receipt. I don't know if that made any difference or not.