I think it would be helpful for both Webroot customers and Webroot support staff if ther was a method to add a priority or criticality field to support cases, and those should correlate to a response SLA. Not having a defined response time by support is frustrating at the customer level - I don't know if support will respond this hour, today, tomorrow...
A configuration question that doesn't require an immediate attention. The customer could categorize it as "low priority", which could translate to "Webroot will respond no later than next business day".
A host that is currently infected with malware that was not detected by Webroot. The customer could categorize this as "Critical" which could translate to "Webroot will respond in 1 hour".