Timeliness

Hi - why does it take so long (6-10 days and more) to hear back from an Oracle rep on average for any Service Requests, such as follow-up when you have run a diagnostic, even after you have escalated an SR to a higher degree of severity.  However, in the community, it never takes more than a few hours, not days.  I relaize typically the level of question is simplier, but waiting days turning into weeks, is the norm?