Hi, Daniel 

Thanks for reaching out to us

That is correct. Usually, in normal circumstances, it takes a few hours,

but it depends on how many tickets we have - in situations where there is an unusual number of tickets opened,

it might take up to two, or in rare situations , 3 days to respond.

But we do our absolute best to respond as quickly as possible.

Let us know if you have any follow up questions about that. Thanks