How Do I Get Support to Actually Respond to Me?

I hate to make a post like this here, but I have no idea what else to do at this point.

Is something going on with Knack support?  I have support tickets that now go over 30 days without anyone replying at all (zero response).  I am supposed to have "Premier+
same day response" support and it feels like I actually have 
"Ghosted- No response ever" support.