How to best contact support as paying customer; experiences of fellow Zoho users?

Hi all, I'm a new paid customer with Zoho Mail and I'm reaching out to fellow users, especially if you're paying for Zoho Mail, for some guidance using Zoho's help system.

- How do you usually contact support?
- How quick are they?

Thursday morning I created a support ticket regarding my email migration. As of Friday afternoon it still has not been answered. Here are the four options I see when I try to "Submit a Request"

Nothing Urgent can wait
Just FYI
Emergency
Im stuck need assistance

- How do you all normally tag your tickets if it's not an emergency but you would like to hear back in less than 24 hours?
- How long does Zoho normally take to get back to you within their ticket system?

After searching around the Zoho site, I found a support email address and so I followed up with support@zohoaccounts.com, asking them about my "Request ID: #ABCXYZ". They did answer within an hour, but it seemed like an autoresponder, not addressing the email I had sent (see attached screenshot).

- Is this normal?
- How long do they normally fix the issue for you via email?

Thanks for any guidance you can offer! :)