The SLA is to respond within X hours, not resolve. So when the SE sends an email that says: "I'm the owner of the case and will reach out after looking at the notes." They have complied with the SLA.
It is revolting to be blocked and not get any help, everyone is anxious, specially when your main product is down (money), but seriously, I just think nobody reads their SLAs and just complains until someone resolves. I suppose it’s a rule of life no one reads terms (yet try to enforce them somehow), but usually their attitude give me the creeps.
And then they have another X hours to respond again