If you're wanting/demanding a meeting or call the next day and that's your main decision making point, I imagine that you might be a high-demand customer.

Also, maybe KISSMetrics make themselves this initially available to everyone - which is why they have the time to respond quickly to you initially, but then backend support is slower. Or all levels of their support are good because they're an older company and have had time to evolve to that.

You can't really know.

MixPanel did respond in the same day, they just weren't available immediately.