i need to ask how much time does it takes for the support to give you an answer.
What is the usual time to get a response?
Is it 10+ hours?
She gave me a generic replay and then for ten hours nothing.
It will usually take a few hours, then it depends on your plan.
You have to take into account the timezone too: if someone starts answering your question at the end of his/her day, then the next answer will be on the morning of the next day, necessarily. They usually don't substitute to each other, and in my opinion this is a very good thing.
10 hours, from your screenshot, makes me think about this kind of situation.
Also: not answering does not mean they are not working on the case.
I would say: just wait and be patient.
After 24h of not answering though, I would suggest to tag a community manager here to try escalating the topic ๐
Escalated.
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