Support takes time on created ticket

How long is the time the support usually takes to answer email?
I never got the email about " Cubase LE/AI 12: free updates" and want DAC code.
Created a supporticket from my account, but havent got any answers.
I want to test the new Bluetooth winRT Midi for windows. Got no luck with the old one.

I opened a ticket end of last year, and the waiting time was approx 7 days.

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Oh! That was a long time waiting for support.

Indeed, but they solved my problem …

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6 days now and still waiting…

Solved! I got support today.