Hank here from Shopify!
I can confirm that we are still running our support options 24/7, although there are some wait times due to the effect of COVID19, we are still trying our very best to support our merchants during this time.
Were you able to see the options to reach the live support team? If the options are not showing for you, can you try using incognito mode? If it is working for you using Incognito mode, then the issue may be with your browser, so I would recommend clearing your cache to resolve this.
I hope you are able to get through to us, but let me know if you still have an issue, or if you have any questions for me!
All the best,