If you post a case in your secret group, i.e. not just a discussion in Support which may never get a reply, then subject to severity I would expect a response in a few hours for a 3 or a 2. In my experience a sev 1 is often responded to in 5 to 10 mins.
Of course the trick is to learn where to post - if you post 'in the open' then you may get a fast answer from the community.
When you create a case in your secret group, after you have created it look on the right and you can make it public (subject to the content you are covering). That gives you the best of both worlds - tracking by Support but also the possibility of answers from the community.
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Agree 100% with John. In your support group there is an SLA for response. For the fastest response, you can @mention people for directed attention. Definitely let us know how we can help when the time comes.