There is no problem in waiting a few hours for a response. Basically every service in the world works like this. It is like sending an email and waiting a few hours for a proper response.
There is no need to make people work 24-7 just to respond support tickets quickly
As long as the platform is responding to user queries in prescribed time limit, it's fine. New startups don't have enough budget to make a human available 24/7 to respond to queries. Such platforms must have a kind of auto email notification that tells user that there query is received and will be answered within a specific time limit. Big platforms like Binance have support that respond to user queries 24/7 but it's a big platform to compare with.