I realize that the response is generally within 24 hours, but that implies a non urgent need.
A request marked urgent means just that that - urgent and as such should be responded to accordingly. It does not imply “only urgent if you pay for it.” As such, there’s not really anything that paying for premium support can do - my entire account has been wiped out in error - the only thing that needs to be done is to have that issue corrected. Meanwhile, however, nothing can be accessed.
It’s not even a matter of I didn’t keep my billing up to date as it is for a non profit account which DreamHost does not charge for.
I just need someone to take a look at the ticket, realize the error and restore the site from back up. But it needs to be done quickly, hence the urgent flag.