what is waiting time for support response?

I posted a plea for support via webform and email 3rd and 4th august and haven't had a response.
Is that fairly normal?

peter

 

Please try again, we tested today webform and it is working

 

new copy of support request submitted today 15:30 tue 12 aug ( GMT)

 

Thank you please check for an answer in the next 12 hours and let me know if you don't receive ticket id

 

17.40 pm GMT ticket ID 575462 received

 

6 days and no response :-(

 

Wow... you gotta be kidding me!!!

This company has taken a good thing and turned it into a situation gone horribly wrong. I'm jumping ship. Just because it's not me with the problem doesn't mean it won't be. You people better wake up, one day it WILL be you.

 

25 days now with no solution

I've had responses 14th, 17th, 21st, 22nd, 25th from support, so there's been regular communication.

However, all the suggestions have so far come to nothing.

had an email from Support yesterday telling me that this matter has been escalated to Tier 2 support team

peter

 

I can see that second tier engineer replied you