To add a flavor to this thread, I seen many companies solving most of issues within 1hour time. It could be respond to the first ticket, but it still shows they have active staffs right? Most shared and Reseller hosting providers have the capability to resolve issues quickly than a dedicated server provider.
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What I would ask instead of response time is time to resolution. This is an important factor more then just a response time. Anyone can send a message saying "We'll look into this" in less then an hour.
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That would be a misleading one indeed. It all depends on how much detailed response they give and how much useful it to the end user.