Do you have the ticket numbers of the tickets you have escalated over 7 months?
This does not inspire confidence. This guy has escalated his ticket for an easily identifiable problem for seven months and Kraken is unaware of the issue and has to ask for the ticket number? How many unresolved seven month old tickets must there be?
The issue spanned over several tickets and this actual ticket was not seven months old. Getting the ticket number was one way for me to be able to look into the ticket personally.