I appreciate how frustrating it must be to have to wait when you are “down”, but that delay is not at all unreasonable.
I suspect mvandemar’s whine about an approximate two hour delay to his tickets, and DH Honcho Michael’s subsequent public response to him, might make it seem like trying to “prod” the support queue here is effective, but it has been my experience that it is not.
If it was (effective) every post here would be “I put in a ticket and I haven’t been answered yet”, and the whole concept of a support queue would be lost.
Patience is a virtue. Try to “hang in there”; I’m sure DH support will answer your as soon as they can.