It's been over 24 hours since I submitted a support request. I'm not sure if this is a normal amount of time to wait for a response, and I couldn't find an appropriate forum to post in. Can someone provide some input?

During the week reply within 24h is normal, more in the weekend.

Although in the last few weeks replies have been slower, I am waiting for a reply since Monday, but I saw that my ticket is escalated to Tier II, so there is some movement there. 

OK good to know! Thanks!