Support Requests are answered on a best effort basis, currently you can expect roughly 1 hour for support responses.
There is a critical option in case of an actual emergency like service down. However, we have our own internal monitoring tools that report server down emergencies and those are treated immediately.
We do have a Live Chat system but it is rarely used. Our intention is to provide the simplest cloud hosting service possible and allow our users to completely self service. They can also turn to additional help and documentation in the /community section.