Thanks. The ticket number is 38669.
The first reply was 7.5 hours and I was already asleep at that time, so I have replied back 5.5 hours ago from now and haven't got any reply yet, so it wasn't 12 hours as I thought, however even at 6 hours it's not very flexible. I can live with longer response for the first reply, but I would expect faster responses after that.
Thanks! Btw, are you sure this is the right ticket number? The one you gave me (38669) seems to be a ticket that one of our agents created.
Generally, the time that it takes our agents to get back to a client with a second reply depends on the nature of the issue in the ticket. If it is an issue that requires that they contact a dev or someone who traces payments it might not be realistic to expect a response time of < 6 hours, but if it is just a simple question about features of the website, trading, currency pairs, fees, etc. it might be more reasonable to expect them to get back to you within 6 hours.