I think, you must be waiting. I was waiting about answer from they about two weeks. They are slowly- also due to COVID-19. Such is my experience from August and this month.

Hi Rohan,

I do apologize about the delay you are experiencing with your support case. We have been experiencing an extremely large volume of contacts recently and this has up backed up beyond our typical response times. I assure you though we are not ignoring any cases that are being submitted and ore doing our best to get back to everyone as soon as possible, so I know that we will be address your case very soon.

Again, I apologize for the delay and thank you for your patience.   

Hi David, three weeks have passed now and still no response. The only change is that my ticket was assigned to Chad Mathis on the day you responded to me.

I finally received an initial response on 1/10/2020.