My Store has been down for a week, but I don`t get any help from the shopify staff

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My store has been down for a week. 4 days ago I tried to contact the shopify staff to get some clarification on why my store went down. They told me the issue will be resolved in 72 hours. It has been already a week since my store went down but I didn`t hear from anyone. The customer support center of shopify doesn`t work properly. My ticket ID is 19081235