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Our usual response time is 24 hours excluding public holidays in Germany/Bavaria and/or Russian Federation. If you experience an urgent issue, please indicate this in the subject of the email message and detail the nature of the urgency.
If you own more than 30 agent licenses and have an urgent issue affecting your TeamCity installation (like the inability to use any TeamCity functionalityproduction server outage without a workaround), you can use the "teamcity-support-urgent" mailbox at the "jetbrains.com" domain - we process these messages before others, if possible. For the same effect you can also mark issue as production outage when using online form.
If you do not receive a reply within 48 hours, please check your spam filter and feel free to repeat the message referencing the previous one. 

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