After having opened 2 tickets today at around the same time, I had one of them fully resolved before the other even got a first reply.
However, one of them was a technical bug in the software that is being patched by IPS, the other was a general inquiry.
(For the record, both were answered in under an hour)
From watching the IP.Nexus demo's that were posted years ago, it leads me to believe that IPS must have "some sort" of severity system in place based on what is in Nexus.
You and I might normally set everything to "Low" priority, but from personal experience, most people think that everything is urgent. The current system is fair - everyone gets a turn in line.
And a 1 hour response time, regardless, is impressive.
From ticket numbers that got posted to the tracker today, it seems that IPS gets about 7 tickets every 10 minutes. I think they do a great job keeping up with things and helping their users. :thumbsup: