We got the stats from 2017 here and it looks good. On average the first response comes after 55 minutes where 52% receive their first response within 15 minutes. 22% received their first response within 1 hour, 17% within 2 hours and remaining 9% within 8 hours.
All tickets where responded too within the 2 day guaranteed response time. For remaining replies the result doesn't look as good as for the first reply. However this also include waiting time for abuse reports, waiting time for operators to process requests and tickets arriving outside of office hours from customers in different time zones. Here's the chart:
Despite the 3 hours average time 43% of the tickets receive replies within 15 minutes and 17% within 30 minutes. Remaining responses are equally divided between ranges from 1 hour up to 12 hours. 4% of the tickets took longer than 2 days to resolve, this is due to the lock down issued by one of our providers which took a whole week to fully resolve.