No, they aren’t. I’m not sure why you are seeing that time frame, if you are, but depending on the issue, response times are between a 1-9 days at the moment. The more generic ticket categories, like “Not listed here”, tend to be closer to the 9 day period.
For your issue, it is a bit more specialized, and frankly, given the situation it may not be possible. We don’t really have a specific category there, so the generic one under accounts is probably best.
Now, I can probably provide a bit more details, but I’ll leave that up to you.