I’ve never contacted this specific support team, but I’d imagine it would be fairly slow.
The Netlify team operate during their business hours and the thread itself mentions “2 - 3 business days”.
My past experiences with Netlify support took 48-72 hours for responses.
Was it a human that asked you to do that, or was it just a stock standard automated reply?
The only way that I’m aware of to deal with that specific team is as you’ve been doing.
In the thread linked they mention posting on the forum if you don’t hear back, but I believe that’s just a simple way to try and avoid anyone slipping through the cracks.