No reply to question after 24 hours?!

[#1]

Hi,  I'm helping a friend upgrade from Plusnet Dial-up to Plusnet Broadband, as a result of which a question was asked via the Support Email system 24 hours ago - and there has been no reply.  As the target for closing questions is 4 hours surely someone should have had a look at it by now?
The question ID is 27493140.

[#2]

I just checked that ticket id, and someone has just replied about 1 minute ago.  Sorry for the delay in response.

[#3]

Thank you!