I've also noticed they can be a bit slow acking support ticks. Which is why I usually follow them up via a phone call the next day.
I must say though, when I have phoned, the phone has rung for quite some time before being answered, BUT, I've never found myself in a queuing system and the person who answered was able to (and did) solve my inquiry extremely rapidly. I have only phoned about twice though, so maybe I've just been lucky.
If I didn't know better, I would put their latency down to laziness