hawken has lost money since the ADH days. it behooves the company that is trying to have it make money to do what is neccessary to cut costs, the people actually developing hawken are the one that are answering support tickets. that means that they have an awful lot on their plate. patience.
While I understand your perspective (and have lived that particular scenario in my own career so I have some empathy), setting an auto-reply for all new tickets stating some sort of "We are currently overloaded please expect an initial response in X days/weeks" certainly does not cost significant overhead as it would be a "one time" operation in their CRM/Ticketing system.
That said, I am now going on *5* weeks (34 calendar days) without an official initial response to my case. Even if that response was a boiler-plate/cookie-cutter "We won't be able to address this specific concern until after XX/XX/XXXX" it would be better than silence because I would know when to check back. This task could be done by non-technical team members based on relatively general "rules of engagement" at no additional direct cost or impact on production.
To be very clear, my primary grievance at this time is about total lack of any form of official communication. I am *NOT* complaining that the issue is present nor am I complaining about the duration of time to fix.