It's not to say that some tickets don't get something like a 72 hour wait time (or even more if the solution isn't obvious), but our developers do make themselves highly available in the immediate period after a new release, specifically to address issues like this, or any other bugs, in a timely manner.
Even in your case, you got a reply from a support rep 5 hours after you opened the ticket, and after an additional 3 hours a developer replied and offered to investigate this directly on your server.