Still, it is probably best to not have is visible for long. 
We don’t have much control over what the response times are when they suddenly jump from within 24 hours to well over that, Aventis. We do not outsource our staff so any increase in contact takes time to address. If such contact volume isn’t temporary, it takes time to hire and train additional staff.
That said, I reread your post and saw mention of the 10 days and I can say that is well over our current response times, even on lowest of low priority contact.
Looking at the email you provided I don’t see a ticket from 10 days ago, I show one from almost 3 hours ago and that has already been answered. The Authenticator was removed and a response sent. Your friend should be able to log in without an issue, though they may need to reset their password.