I mod /r/BPD, a subreddit for people with borderline personality disorder. As those who are familiar with the disorder will know, BPD is a condition characterized by, among other things, extreme fragility, severe emotional disturbance, paranoid ideation, suicidality, and self-injury. More than half of people with BPD will attempt suicide, and it has one of the highest suicide rates of any mental illness. As such, the people who subscribe to my subreddit are an extremely vulnerable population.

Unfortunately, that makes them a target for abuse and harassment. We get a lot of trolls who leave abusive comments and send harassing PMs, encouraging our users to commit suicide, seizing on their insecurities and telling them that they are worthless, etc. For people with BPD, these kinds of messages can result in episodes of self-harm. It is a really big deal, and yet I often get the feeling that it's not a big deal to the admins.

We're currently dealing with a user who is sending dozens of people these horrible messages, and I've been communicating with an admin in the past week about it. I've generally had to wait about 24 hours between responses, and right now I've been waiting to hear back from them since Saturday night (almost 48 hours). In this time, I'm certain that more PMs have gone out, and as a psychologist who takes care of people with BPD in real life, this is very concerning to me.

A year back or whenever that was, we were promised better communication from the admins, and that was a big relief to me. However, things haven't seemed to change (at least in my experience). What kind of response time should we mods expect when it comes to abusive users who are harassing people? Is 24-48 hours acceptable?