A timely response is always encouraged and just good customer service of course. Nothing worse than asking for help and then waiting hours or even days for a response. If you say someone will be with the customer shortly, don’t keep them waiting forever please! I don’t mind giving a level of severity. If I feel something is of low customer impact on our side then a longer wait time for assistance is perfectly fine, but if it is URGENT, then please address my issue swiftly. I give high grades to support that gets back to me quickly on urgent issues. But even inside my organization that doesn’t happen. The worst nightmare recently was a backup issue we had. Our organization SAYS this is of ultra importance, yet I had to submit an approval form to send log files (with no customer data in them whatsoever) to support and it took me two WEEKS to get approval! Of course had we needed to so a restore from the failing server in the mean time MY team would have looked bad. Getting cooperation and timely response is the biggest headache I endure when it comes to IT support. I try my best to get back with my customers quickly on their issues.