Changing email address associated with Licence

Hi,

We've raised a support ticket to change the mail id associated with teamviewer licensce key in order to download and deploy teamviewer through group policy and have not received a response for over two weeks now. We are a paid account holder and i have case open with teamviewer(5182503).

Just wondering what the general response time usually is? Is this out of the ordinary, or do I simply need to adjust my expectations?

Thanks