a)
It can be a temporary glitch.
Perhaps a kangaroo jumping on a internet cable somewhere
b)
Normal response time is currently (roughly) 2 days.
It varies ofcourse, depending on
- how many people submit a ticket
- how many work they have to solve a problem
etc.
As I said, just have some patience.
Mention it here if you haven't gotten a reply let's say on next Friday.
I will get someone from avast to have a look at it than.
If you have gotten a reply, please also mention it here so I (and others) know that things are being handled.