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Response times vary. They're a really small company, and don't have a huge tech support department like Sony/Amazon, etc. If they're really busy it can sometimes take a few days. If you haven't heard something after another day or so, I'd update the ticket or open a new one to make sure you got their attention.
As far as your problem, I haven't heard that one before. It almost sounds like the PC is mounting the iLiad as a removable drive, and then the iLiad stops responding after some period. The freezing is probably just a side effect of that. Are you exporting the internal memory via the USB connection, or are you having it use a memory card? Any chance the memory has just become corrupt? Maybe you need to reformat it (FAT32).
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