How long for a response?

How long should I have to wait for a response from the Acronis support team?
I sent in a sysinfo file on the morning of the 23rd and still haven't heard back?

 

I have a problem with the Privacy Suite and it has taken Technical Support about one week to answer but they did say they were aware of my problem and it should be fixed in an update soon. So they do listen to the problems.
Just have a little patience.
John

 

Hello twolfson,

Thank oyu for taking the time to contact Acronis Support Team.

Could you please tell me your Acronis request # which was sent to you in autoreply to your letter? I will find out the reason for the delay.

Thank you.
--
Ilya Toytman

 

I don't know where to find the Acronis request #.
This is what was sent to me ;

Hello twolfson,

Acronis Support has just replied to a thread you have subscribed to entitled - external HD problem - in the Acronis True Image Product Line forum of Wilders Security Forums.

This thread is located at:
https://www.wilderssecurity.com/showthread.php?t=76643&goto=newpost

Here is the message that has just been posted:
***************
Hello twolfson,

Could you please boot from the Acronis True Image rescue disc and press F11 key when the "Starting Acronis Loader..." message appears? After you get the "Linux Kernel Settings" prompt, please remove the "quiet" word, click on the "OK" button and wait for # prompt to appear. Please issue the following command:

sysinfo

Please write down the output after this command, or use a digital camera to make shots of the output screens and send the captured information to us. You can use Shift+PgUp and Shift+PgDn keys in order to scroll the screen manually. After that please send these shots to support@acronis.com.

Thank you.
--
Irina Shirokova
***************

 

Hello twolfson,

Please send me PM with your e-mail address that you used to send a letter to Acronis Support Team. To send PM, please click on the "Acronis Support" in the head of any of my replies and choose "Send a private message to Acronis Support" item.

Thank you.
--
Irina Shirokova