I have had an URGENT ticket open for almost 24 hours now with no response from the Freshdesk team.  My helpdesk has been unable to receive new tickets by email for almost 36 hours now.

I haven't even gotten a one line response to confirm that hey are looking into it.

Does the Freshdesk team not work on Sundays? They advertise 24/7 support. What is the expected SLA for an initial response to a ticket?