Question about support ticket desk

I need to submit a support ticket for a client’s site. I went to the ticket desk and read that I need to disable all plugins, but, the site has plugins that are necessary for the site to be live such as plugins for contact form, mega menu and others. So, disabling these plugins will “break” many important features of the site. It seems that in order to submit a support ticket I will need to put my site in maintenance mode so I can disable these plugins. I really don’t want to do that as my client has just put in a lot of work promoting the site. But, if that’s what it takes to get support, what I need to know is how quick is the average response time? I need to let my client know how long the site will be down.

Thank you!