This is definitely not the normal behavior but is indeed a matter for official IK Support.
When you open a support ticket you will receive a confirmation email with a ticket number and a link to your ticket. However, if you used the general sales/service form instead of the support form for mobile products that will not send a confirmation as those requests do not create support tickets and are not handled by the support team.
Please make sure you visited
http://www.ikmultimedia.com/contact-support and chose "Mobile Apps" and entered the appropriate information. If that is what you did, please check your spam/junk folders for the confirmation email with the ticket information and any replies from the team.
Thank you.