Ok, since we're off-topic now and in the spirit of constructive feedback... #1. The wording, "as time permits" is far too indefinite and non-committal. A better response would be "it may take up to 3-4 business days" (or whatever it is) to receive a reply to your request. This gives the user at least some light at the end of the tunnel and doesn't make them feel like they are the last priority in a company's day. Note, they are still a supporter of your product. #2. Don't start out by turning a support case into a sales pitch. No other service that I know of spends the entire "above the fold" section of a support reply plugging their premium service. Is it really an ideal time to ask someone to buy something when they're having a problem with your product? Better to address this further down in the email and perhaps a bit less prominently. Might I suggest an "*" and footnote after the initial "it may take up to 3-4 business days" (as I suggested above). #3. Making someone refile a support case, especially when it's possible that they attached logs from within the application (which an end user has no easy way of getting on their own after the fact) is less than ideal. A much better system would be to have a way to promote a ticket, some form where you could, as a premium member, reference your "non-premium" support case number.