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Notes -
It's the SLA (Service Level Agreement) that the customer service company set up with the brand.
I don't know what company you're emailing, whether it is large or small, but it is likely they outsource some of their support to a multi-client service desk that can handle tier 0 or tier 1 requests. The company is paying for a 3-4 day SLA, and if the service desk goes over that length of time there are penalties. Because the multi-client service desk has a multitude of clients, each with a different cadence for emails, the service desk will prioritize emails according to SLA, ensuring all emails are answered with the least financial penalty to the service desk.
I don't have any experience with 3-4 day SLAs (that seems excessive to me) but I have seen emails sit in a queue all day, getting answered by the night guys at 10 PM, because the SLA was 24 hours and other companies had <2 hour SLAs.
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