Usually, they should be answered within 48 hours. However, there's certain support tickets that require Administrators to reach out to TommyB and so on, so it could take quite a long time. Personally, I've had to wait 21 days once for a UCP ticket to be answered seeing it was slightly complicated to get in touch with Tommy, seeing he's extremely busy. It's not only him, but all Administrators have other duties to attend to, so be patient!
Bauer is the person that handles support tickets 90 percent of the time.
It's up to him, unless he can't process it then it's someone from the Management team.
Atleast 2-7 days I suppose. I'm waiting like 3 days myself for a support ticket.