How long do usual official support request to be replied by wooting?

[broken bear]

Hello! So last week i reported a problem in the community support section, but couldn't been resolved there, so i went to their website and wrote an email describing the problem and begging for help but that is by now soon to be 7 days ago.

Aside from a bot reply that i received instantly that i will be contacted asap, nothing happened since.
Is that normal to have longer request reply times or do i get ignored?

[wraith flint]

Huge number of tickets in the last week from the 80HE launch, our team is working through them as quickly as possible.

Technical troubleshooting tickets do tend to take a little longer than other ticket types, as fewer of our team can process those versus for example cancellations