How long do technical assistance responses take?

I submitted a technical assistance query two weeks ago. I received an acknowledgement, but no reply. This is unusual in my experience. How long should I expect to wait for a response these days? (The query was with regard to come MIDI clips for which the note values are not displayed in the event or piano roll views.)

I submitted my technical query about 5 weeks ago, and again about three weeks ago. Still no reply. Here is my query: "I have some MIDI clips which play in Sonar just fine, but for which the MIDI note values are not displayed in the event or piano roll views. Instead, "---" is displayed. This makes it impossible to edit these values, which is what I need to do. These events were created using LinnPlug RMV drum synthesizer. I can supply a sample clip if you would like. What do you suggest?" Any additional suggestions for me to successfully get the attention of Technical Support?

My limited experience has been pretty good, but not consistant. Usually a response comes in 24 -48 hrs but I've had others go unanswered and had to resubmit a question. I've never called them, just email.