Opened a ticket on 4th Jan and still no response?

I opened a ticket on the 4th January and i havent had a response yet - is this normal for teamviewer support?

Because i use a management VM which is Server 2016 i can no longer connect to my parents laptop to help them when they have an issue. Does anyone have any ideas - or recommend another product similar to teamviewer (that isnt VNC?)

Ref - #3799011