Pretty much depends on the issue. Users that couldn’t solve their problem via the Forum found the solution via Support, where possible. I have two recent examples of a producer and a studio, sorted with 2 e-mails. I kindly ask to show some respect for our work.
This is not to say that the Forum members do not know how to help, there are some guys with great knowledge around here.
Nope, no chasing from the top - the Forum being down means a higher work-load and slower response times because those who would try to find a solution asking other users cannot do so.
The response times vary on the work-load, not on other factors. If we receive 200 e-mails a day and have no backlog, then it takes 24 hours or less, if we receive twice the requests for 5 days in a row, the response time is delayed accordingly and inflates.