We got a major issue with payment and support ticket ignored more then 20 buisness hours even so severity level is 2
It’s possible there was an issue with payment processing. I checked the ticket and can confirm it is assigned to the billing specialists who can investigate this.
Tickets are processed by the order in which they are received. This means that, when you submit your request, you will need to wait for all requests submitted by customers on the same plan as you to be fulfilled before a response is received.
You should have a response from the team soon