Oh, there are already several threads that delve into this - here are some of them (there are many more if you do the search):
- Waiting weeks for a response from Support
- Getting ghosted by support
- ETA Average Response Time From Support?
And a more official note from a while back:
A month has passed? I hate to say it but that’s nothing…
[I also wonder how that onboarding is going… or did they already escape 
]