Please Define Moderator/Parallels Discussion Responsibilities/Etiquette?????

I am a bit new to this discussion board. On other discussion sites I am accustomed to having a reasonably knowledgeable moderator comment on sane questions within an acceptable time frame. In the case of a product-specific discussion board like this, I would expect some reasonable level of vendor (Parallels) technical support involvement in answering product specific questions, especially since all posts seem to be reviewed by the vendor (maybe that's moderator) before allowing them to post. My previous limited experience on posting questions on this board has not answered what the etiquette is here.

For example, it seems like my specific question about how to use Parallels tools and capabilities when upgrading a Windows guest OS (I'm guessing probably a large number of the virtual environments under Parallels on a Mac) to a newer version posted in the Windows Guest OS Discussion area should gain a fair number of helpful posts from moderators and Parallels technical support. It did not even get an acknowledgment after several days.

What am I missing?