No support response for over 6 hours

For non-critical issues, I typically hear from a rep within 24 hours every time. 
For critical issues, (I haven’t had many at all over the last 4 years), I typically get responses within or around 4-6 hours. I’m based in the US, Eastern Time which may have something to do with it too, not sure. 

In my experience, the team does do a great job at following up, creating tickets, and getting to issues/bugs/requests consistently for me. But I do find that it’s pretty difficult to talk to someone in very quick turnaround if you don’t already have a communication path. 

​@KikaBet Support seconding what ​@Trevor  said here, but acknowledging that it can be frustrating when you really feel it's urgent but the Intercom team's response or action level from their Fin setup isn't clear when you should expect to hear something.

I often find it more helpful if you give Fin a real shot at answering your question but I can't see from the screenshot how much you engaged or what the topic was.

Can you share more here? Maybe we can help.

I don't know what it's like right now for Intercom but here in Paraguay where I'm at there's definitely a much slower business due to this time of the year and holidays.

I hope you get a solution soon