Like lensman said, it might have fallen through the cracks, but it is also possible that the email response just didn’t reach you (which can sometimes happen for lots of reasons).
Whenever it starts to look like you have not gotten a response on a support ticket, you should always check your support history from the Control Panel -> Support ->Support History page. All responses are “archived” there, including any responses where the email did not get properly delivered or received, and sometimes that “missing response” is recorded there.
If there is no response there, you should make a new support contact (and possibly point them to this thread) so they can investigate for you. You should also be prepared for an answer that “everything looks good from here”, as the server loads do not appear to be high, both lensman and I (and possibly DreamHost) have no problem loading your site in an acceptable manner, and your traceroute does show significant connectivity problems along your route.
Then again, their investigation may point out a problem they can fix to improve your situation - it never hurts to ask!