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.
I just emailed you, AND tweeted you back Sorry for the delay on your Urgent ticket – our team has been pretty swamped all day with a rather heavy influx of tickets (which is why I barely even got to peek into the forums just now), and we’re working as fast as we can, I can assure you! Thanks so much for your patience though. We’ve gone ahead and corrected the error on your non-profit account, and I can see your site loading well from our end. If you need anything else, please don’t hesitate to reply to the email, or tweet us back even. Thanks again!