How long you take to answer a ticket for bigin support? Too slow

How long you take to answer a ticket for bigin support? Too slow

Hello 


We have created a ticket but i dont know how long guys you take to answer?. You take too long. Usually supports replies within 24 hours but with you is horrible. 

When i emailed to bigin support i dont even get a ticket number. The ticket was created by my boss and im in cc. His name is hamish

Hope to get an answer 

thanks