This is pretty surprising to me, as even as a free GitHub user that probably has an above average amount of contact with GitHub support, I've never had to wait more than 30 minutes to an hour for a reply to a ticket.
If they really give you worse service than free customers if you don't have a good SLA, that's a little troubling and they should maybe rethink their support strategy - but I also imagine that helping with outages is a little more complex than regular support tasks(account recovery, sponsors, etc).
I've struggled with their support for a few years now. One of my repositories, a very popular one, is used as an example in some of GitHub's own educational resources, which causes loads of spam issues, PRs and comments on said repository.
Support has refused to so much as acknowledge the problem for two years now, if not longer.
It got so bad I stopped paying for GitHub entirely and will never give another cent.
If they really give you worse service than free customers if you don't have a good SLA, that's a little troubling and they should maybe rethink their support strategy - but I also imagine that helping with outages is a little more complex than regular support tasks(account recovery, sponsors, etc).