Solved

STILL waiting - 11 days now

Hi Steve, I am really sorry about this. Due to life circumstances, our support guy (at our small company size we only have one) is having trouble meeting his commitments this month and a suitable replacement was not arranged. Although he is still able to handle some tickets, there has been a backlog piling up over the last two weeks.

I must take responsibility for this and so tomorrow I will go through the support tickets with anyone on the team who is available to get them resolved. We'll try and get through this backlog and your ticket will be a high priority.