Now that you have created a support ticket it should be processed, they are handled in FiFo order so it is best not to make multiple requests as it would push it down the order.
I'm not familiar with the business products and their support ticket system, but I'm not sure if the ID number you have given is specific to business or consumer products. But I will try to draw attention to it, though I'm not an Avast employee, but an Avast user.
Edit: Typo.