Unfortunately, it's true that we've been very heavily loaded with customer inquiries over the past few weeks, and have had trouble keeping up. We try to respond to everyone within 1 business day, and we are not meeting that standard at present.
In addition, though, from your description I think you may have replied to your own support ticket asking for status? Doing that throws it to the back of the line, since it was "touched" more recently.
We're working to increase support capabilities and get our response times back down where they belong.
