Support Response Time to Critical Tickets

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Just wondering, how long does it usually take to respond to a critical ticket?

I want to be understanding to my web host, but I need to know what the industry considers reasonable and unreasonable for trouble ticket support times. I have a downed VPS, and it crashed at work in the midst of trying to access vital files my co-worker sent me. I submitted a trouble ticket but it’s been an hour and a half and according to my ticket queue status, it hasn’t even been looked at and is still unassigned.

Is this normal for web hosting industry standards?

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