Tivoli response time to PMR

[Petr Přerost]

Hello ,
I opened PMR via WWW on Tivoli support on behalf of my customer with valid
maintanence contract -
31.1.2001 with severity 3 - 5 days later - no response and things turn
worse - so I updated PMR and
increased severity to 2 - today is 8.2.2001 and still no response . Is it
normal ? What response time
should I expect ( in Europe ) ?

Petr Prerost
e-mail [EMAIL PROTECTED]