We are often asked what our response times are and questions about SLAs (usually from domain registrars who want to know that we are complying with their terms of service / etc)
Our SLAs can be found at https://www.fido.net/legal/
We respond to all queries as quickly as possible. Usually within 4 hours (and often much sooner).
We guarantee a response within 48 hours and work to try and resolve the problem where possible with that response, although from time to time it may be necessary to ask additional questions which can delay the resolution to the problem.
Any issues which haven't been addressed within 4 days are escalated to senior / backline staff for additional investigation.
Over the last 12 months, 99% of tickets have been addressed and "resolved" within a 4 hour window. The 1% related to issues which were either more in-depth, or took customers longer to respond to (sometimes days) when we asked for additional information.
When we have not received a response from a customer after 72 hours we will mark a ticket ready to be closed. We will then auto close any of those tickets 2 days later.