The service levels depend on whether your account has on-demand or dedicated agents and the channel. Refer to this chart for specific SLA’s.
For On-Demand Experts:
Social response time - 90 minutes
E-mail Response time - 6 hours
For Dedicated Experts:
Social response Time - 30 minutes
E-mail response time - 90 minutes
Chat response time - 1 - 2 minutes