How long is the average time for support to respond?

Hi community

Our subscription is changing on 01st of April to automatically include the AI Assistant however, our IT will not unblock the AI features without doing a full data security check. Our Account manager at Omniplex isn't responding so I raised a support ticket with Articulate. But apart from the generic response "we have your case" I've not heard back and its been nearly a week.

Case # 01311217

Thanks