From free to Pro? I am afraid it might not be that urgent, since only Enterprise plans have such fast and better support response.
Please be aware that the Median Response times referenced here are not a guarantee of SLA, and response times can take longer depending on the complexity of the issue, otherwise response time can vary, especially if it’s a particularly busy time, weekend, holiday, etc.
Initial response and SLA for Free I am afraid doesn’t exist, while Pro/Business might have changed in the meantime and could be in between few to 24 hours.
If you already have a ticket, Support will respond to you on that ticket.
I flagged your ticket for the team in the Support, since the Community cannot see account details and provide further help.
Please, no more tickets are necessary to create, since it just slows replies to the time of last ticket.
I am sorry to hear this happen.
Please acknowledge the issue(s) as follows: