How long should I wait for a response from my VAR before contacting SW directly?

I'm having a major issue with a deployment of an upgrade to 2019 SP2 from 2018 SP2 and my VAR is not being responsive enough in my opinion. We are a corporate account for Solidworks as we use multiple VARs in multiple regions. I can't use the other VARs however because I don't speak their language. Should I go straight to SW?

Edit: For those curious about the actual issue there is a forum post here: