Short answer: Never of course...
Long answer: It seems that answering times from Ultimaker HQ support are very different these days. Some people immediately get an answer others wait one to two weeks (which is much too long IMHO).
Unfortunately, it's like that for quite some time now. The fact that some UM people are rushing from one trade show to the other doesn't improve the situation neither. If I'm not completely wrong some people at the HQ also had to move to a different building recently which also consumes time. However, if such reasons could be incorporated into a standard answer e-mail when submitting a new ticket, people might be more understanding.
There are two things you may do to speed it up: write a PM to SandervG or call them. However, I understand the latter is a bit difficult for you due to your location.