I've been a Elegant Themes subscriber for a while now - and find the support provided to be excellent.
Of course many times it's just me being stupid or having some kind of mental block.
I know that just recently ET with their new release, Black Friday etc - the load on support must have gone through the roof - I remain amazed at how well they are coping.
The time for support to get back to me has varied - mostly it's been less than an hour - but occasionally it has been half a day.
Very happy with ET
All the best