Good afternoon! I am new to Shopify and have been working hard to build my site. A week ago my site went down. I immediately contacted support (ticket #2860463). I was told they also see my site down but do not know why and would escalate it for me. They told me I would hear from someone in 24-72 hours. Since I still did not hear from anyone I contacted support again to understand SLA and how the process works. They told me it is the queue and it would be 24-72 hours which I told them it is already over the 72 hours. I asked if they can tell me when approximately I would hear from someone which they had no answer to.
I am double guessing my decision to go with Shopify if I can’t get an answer to what seems like a simple question. What kind of support will I get when I am live?!?! I am currently an inactive site and if they told me active site were a priority I would totally understand. At this point I just need to understand how long it will be until I get some type of response. Or is it time to move on to another company?