When you report an issue an automatic email is sent so you know a report ticket has been registered in the system. But priority problems like an event software issue will get worked on first. I wouldn't give up on the event just yet! The only time you can expect response times to be longer, is overnight and weekends. Business hours are I think 10am-6pm PDT M-F US time. Outside of those hours, they queue up until the next work day.