Each of the different Subscription levels uses its own Support & Ticket Queue System. This means that each level of subscribers will be seen to in their own Support Queue in order to provide the best possible service.
Once you send us an email, the system will automatically turn that email into a Ticket and that Ticket will enter into the respective queue depending on what type of Subscription you are part of. Once your ticket reaches the front of the queue, it will be assigned to an available Agent who will then provide the necessary support. All communication and responses between an agent and yourself, will all take place under the same Ticket until the topic is resolved.
Remember that if you are a Premium or Pro Subscriber, you will receive dedicated support so when creating new tickets, remember to use an email address that is linked to your profile otherwise, your ticket will enter the Standard Queue which takes longer to process.
For the operating hours of each Level, view the topic, "What are the operating hours for your Support Team?".