ScaleIO Enhanced Support - Service Center locked

Hello,

our company recently became EMC Partner and bought:

- 14 TB ScaleIO license (already registered) - Product ID: 456-110-063

- Enhanced Software Support for 3 years - Product ID: M-ENHSWSIO-030

more than a week ago we requested access to Service Center and Online Support but the access is still locked. We see locks on the different tools on the Service Center page as you can see in this screenshot:

Also MyService360 features are unusable, we can see only MyService360 presentation.

Since all features are locked we can only write emails to support@emc.com and call the support team by phone so:

- we opened two service requests writing emails to support@emc.com and to EMC account team.

- friday 28/10/2016 we called EMC support team by phone and they raised the priority of the SR but we never received any update about our problem.

Since our ScaleIO infrastructure went in production 15 days ago we are worried since we can't create service requests from the portal nor live chat with the ScaleIO support team.

I'm writing here since I didn't find an alternative way to solve this problem, could you help us to gain service center access?

Thanks in Advance,

Davide