I've logged a ticket, when should I expect a response?

The maintenance team operate from Monday to Friday 8am to 5pm.We operate the following response times:Emergency - 1 hour Urgent - 24 hours Normal - 48 hours Low - 7 daysWe aim to have the following resolution timescales:Emergency - 24 hours Urgent - 48 hours Normal - 7 days Low - 31 daysTickets l...