You have Premium support and an SLA in place for your Exinda device, but you have not been provided fast enough support on your ticket. It has remained open and unanswered for close to 24 hours now.
As a customer having Premium Support, when facing a high impact issue (eg: the system is not accessible, or one of its core functions not working correctly) it is recommended to use our Support Portal for raising an issue, and setting its priority to Critical (Severity 1). This ensures that your request is handled with appropriate urgency.
If you send your request only by email, it will get Normal priority, and be handled as part of our Normal work queue.
If Account Management/Sales involvement is needed, find the list of Account Managers to be contacted based on the customer’s location in the article Exinda Sev-1 Handling.