I am rising question here because I despaired to take an answer from Support.
My Support case for compensation is in Open state for 21 day and nobody care.
I opened another case with the reference to ‘refresh’ the previous one.
I am trying to understand what is the standards of CCP for Support and what time of case resolution I should expect?
It’s been my experience that if you are stuck on an asteroid, you will be attended to in a few minutes.
If you are asking how to do a charge back on a credit card due to lack of a reply within the time limit, they’ll get to you within a day.
Anything else can be up to six months.
Mr Epeen 
My problem little bit complicated but it cost more than 5000 PLEX. So, it is very crustal for me personally.
I am expecting for some kind of internal case status which is indicating the “cost” of the case and therefore the urgency of the issue.
The few cases like that that were so slow were due to account verification issues - for some reason tickets get ignored if whatever tools they have suspect you are not an authorized user of the account. 2FA seems to fix it
The problem is that I paid a lot of money in Eve Store with the agreement of compensation with one of the Support person in the case. And right after I spent money Support guy just stop to answer me in the case.
Sounds just like Jita local. Welcome to EVE Online! 
removed several off topic posts.
@helicity There are no publicly stated timelines for case resolution.
Thank you!
I am always interesting - why?
CCP is already matured company with good product and stable processes. Why Support process are different?
as mentioned above, it depends on severity of the ticket… thousands of players and maybe a handful of ticket takers… be patient young padawan.
No details, so don’t ask. I basically posed a question once about a potential exploit in the game. I then waited over a week for an official response. The answer came only after bumping them. They said, I would have to ask someone else because they had no clue.
When I told my husband about the confusing reply. He told me that games farm out their help and support desks to contractors that don’t play the game. They have to look up simple answers on Google ( just as I did before contacting them ) then they copy paste the information. The ticket gets closed and they get paid a nickle.
As for my issue, my husband said, never do something that seem too easy in an online game. But if you can’t resist, then never tell the players what you did. Once it becomes public knowledge, it will be nerfed and/or everyone who did it will get banned.
That was my only experience with support.
Have fun!
24 days no answer from CCP after last my update in case.
It is unbelievable
2 month in a row - no updates with Support case.
@helicity My experience with EVE Support was quite charming. The gentleman took the time to understand the issue, asked questions to make sure he was certain of what was needed and got back to me within the same day.
He left me pleased and satisfied.
