Supabase Support's mean time-to-response for urgent inquiries when on Pro plan

[arash-pxu]

I wanted to ask what the mean time-to-response is when reaching out to Supabase for support. I'm on the Pro plan and my inquiry is urgent (my DB is entirely down).

Beyond the generic "we've received your email" type response, I haven't received any support yet.. it's been almost 3 days (including the weekend) :/

[GaryAustin1]

I've never seen any documentation or stats. Weekends are for sure slower.
You don't say what your issue so can't suggest if users/mods could help you or not.
Did you get a 2nd email after the ticket # saying you were being moved to the correct team or infra?
If not then drop your ticket # here and we have an INFORMAL queue in Discord to try and find out where it is and get to infra. If already in infra then it is just waiting.
If you came in thru email and not dashboard then they don't know you are Pro.

[arash-pxu]

thanks for the reply! I sent my email via the dashboard and yes, I did get a second email. I guess I just have to wait.

Issue: after trying to restore from a backup, I just ran into the "Something went wrong while restoring your project" screen and I'm in a deadlock situation now