I've submitted a support ticket for a form workflow that has been having issues recently, but haven't received a response nor any confirmation that my ticket was received. I'm based in Canada so I've emailed Ricohcanada@service-now.com, is this the correct email? Is there another way to contact Ricoh to get assistance with Laserfiche on specific issue? I used this in July and got a response the same day, but have had a very hard time getting in touch with anyone since August. 

What should I expect for wait times? Is this normal? Am I better off getting help by phoning in, if so what number should I call?