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These are the times at HAZI.ro and I can say that for 3 and a half years since we were founded, it has always been about the same and among the complaints of the customers, there has never been the response time to tickets.
I can say that I am happy that my job allows me to be connected to email for more than 16 hours a day and to be able to respond almost instantly to my clients, and I am glad that there is rarely even a stray who enjoys my presence so much that he forces note that I should solve internal problems on the VPS (for example, he does not know how to install an application that he wants to run on the VM, an application about which I know nothing) but clients like this also calm down when I tell them that if they I keep opening a bunch of tickets, they will end up with all future tickets being ignored.
I am also very happy with the clients who, after their problems are solved/clarified, keep reminding me that they are happy that I answered them so quickly:)
Somewhere between GreenCloud's response times (usually <15 minutes even for $30/year services) and HostHatch's response times (where I had to wait three months for a reply to one of my tickets, for a cheap Black Friday offer).
That's for issues where you don't have any way to resolve yourself - things like the network being down, VPS unable to boot because the whole server is offline, routing loops, disk corruption, etc.
Anything else (including issues with the software you're running on the VPS, configuring the OS, etc) shouldn't be handled by low-end providers at all. Pay for a managed service if you need that.
for lowend to work well, expect most things to be fully automated without need to open a ticket for the most trivial of matters like mount me an ISO etc. also the provider to keep the server in tiptop running condition to achieve >99% uptime.
this makes it a win-win situation where support is rarely needed and provider can focus on communication with DC and respond very quickly to necessary tickets.
this does not apply to Greencloudvps and Virmach, where one is a unicorn while the other redefines Murphy's Law.
For me atleast less than 4 hours for initial response, for status update about situation should be less than 24 hours which most LET Providers do that based on my experiences.