Hello Lizzie,

I think that if you're a partner or client you can escalate through success manager / account manager.

Unfortunately it happened to me sever times, so it's not uncommon. If that's technical questions, the best is to refurbish all confidential details (passwords/ client name if you're doing that for client) and ask here :)

Also one of the ways is to get the contact info to person responsible for specific feature and inform them about your ticket, I think it's much faster way.

Best Regards,

Mateusz Dudek