Well, to be fairly honest, a 5 day policy would be fine with me. It's not particularly slow for a company to respond within five work days, is it?

Within reason I don't see how any company would be able to respond within 2-3 days with such a large playerbase. If I look at my time in World of Warcraft, the only direct customer support was the GM's ingame, and they could only help with so many issues, and definitely not with account related issues. And mind you, WoW is pay-to-play and Evony is not. The Evony things are all account related, I can imagine it takes a few days to properly check something and take appropriate action, I can also imagine that after a banwave literally hundreds of tickets are being opened almost within the same day - no customer service team is capable of servicing all of them within the same time as they usually would.