Project has remained stuck in a restoring state

[yml318]

My organization(ParrotArt)'s project (ref: ikqxrqsvwrolpwwdnpwl) has remained stuck in a restoring state. @GaryAustin1, is there any chance you could add the support ticket (SU-537563) to the informal queue so it gets found in general support queue. I know that you also helped somebody else with this. I would really appreciate it if you have the time. Thank you!

[GaryAustin1]

The path I have is for lost tickets basically. Free or Pro? How long since you submitted the ticket? Any 2nd email about being moved to infra.
If a couple of days the process I have is not for that.

[GaryAustin1]

That is way to soon to use this path. Normally Pro tickets get handled before the informal path because it is checked by one employee when they can. There is no SLA for Pro but they say they target 24 to 48 hours. All the path we have does is make sure the ticket is not lost in general support. It is very very unlikely your ticket is lost at this point.

[yml318]

The stuck situation already lasts more than 8 hours.
What can be happened?

[yml318]

@GaryAustin1
From Sam, which seems to be AI assistant, I get 2 automated emails, and the second one says that

"""
Hey there,

I'm Sam, Supabase's AI support agent. I can solve most questions, or help gather some useful information if we need to get you connected with a human.

I'm transferring this ticket to a teammate who can investigate the restore state and help with the next steps.
"""

Does this mean my ticket already taken by one engineer to be solved?
I did not get any help from human yet.

[GaryAustin1]

Support Infra team has to resolve this. 8 hours is long for you, but Pro support from what I've seen is a day or two for this. No idea on what their current queue times are. There is no SLA for Pro.
Here they say TYPICAL (not guaranteed) 1 business day. Mods normally have said 24 to 48 hours in the past for Pro.

There is no escalation path mods or general employees have for this. Even the queue I have access to can't escalate, just check and it is not for sub 2 day response. Sorry.

[GaryAustin1]

Your response hopefully means it was transferred to the infra team or to a person to check and move to the infra team. But I don't know much about "sam".