Our current goal as a growing startup is a response time of less than 12 hours, although in most cases we are able to respond within a few hours or less. As we do not currently have a 24/7 support team, and as server performance is extremely stable on DigitalOcean (besides the rare emergency they may have in one of their datacenters across the world), there is almost never a need for emergency support tickets (i.e. crashed servers). Still, we do understand that a 24/7 support presence would help our clients greatly, so we do aim to achieve that eventually as we bring more staff members onto our team. Thanks for your understanding while we continue to grow with your support!