I have Business Level support, however am being completely ignored for well over 24 hours and my site is completely down

Hi Oscar,

This is way outside of the SLA for a production system down scenario on a Business Support Plan. Are you 100% sure that you selected the right category for technical support, as well as the right severity level?

If it is possible this issue might fit into another category better, or more aptly and broadly encompasses your issue, I would suggest you open a new case in that queue, and then reference the ticket you opened so they can link the issues and close them both when they resolve the problem for your issue.

My first recommendation, just like your instinct, would be the phone option if that is available. If not, though, I would suggest you give the chat option a try before you choose web. Once you get started over chat, the agent will often offer to setup a Chime session with you so you can discuss the issue over a video call, and you can screenshare and troubleshoot together. They will even invite other specialists to join if the answering agent can't help you because it is too detailed or nuanced of an issue.

You can also post a question on re:Post, as we all try our best to help each other. There may be someone who has experienced the same issue, and the community is usually quick to respond to most questions.

Hope this helps!