If the file is submitted correctly Avert Labs will auto-respond immediately and follow up with a regular email within 24-48 hours which, should it be negative, you should immediately reply to, keeping the headers intact and appeal their decision. Check your spam and junk filters.
Email file to: [EMAIL="email@example.com"]firstname.lastname@example.org
When submitting samples via E-mail all samples must be packaged in a .ZIP file. When creating this .ZIP file, it is important to understand that the .ZIP can be no more than 3 megabytes in size and can contain no more than 30 files. Additionally, any .ZIP file created must be password-protected using the password "infected" (minus the ""). Failure to follow these guidelines will cause your submission to be rejected.
I'm afraid there is nothing we can do in these forums to expedite that process.
All anti-virus applications make these kind of mistakes from time to time, including Kaspersky.