How to raise awareness of a urgent issue?

Hi,

I have a critical issue (posted a support request yesterday) which has currently resulted in me having to take our site offline. Every friday we distribute a whole load of information via our website, and the error I reported means we cannot possibly do this.

I am not sure how support works (whether once a support member has initially answered it then moves into some less priority list?).

How do we highlight our issue so it doesn't get overlooked? I completely understand that you have hundreds of requests every day, and I wouldn't ask only its extremely urgent.

Any help/guidance would be most appreciated

Kind regards

Mel