How long does it take for AWS tech support team to respond to a "system impaired" issue?

Hi all,

I have raised a ticket for multiple issues we've been having with SageMaker lately, the ticket was created more than 36 hours ago, and I have not had any response, in fact the ticket hasn't even been assigned yet.

The case ID is 10300240931.

I thought AWS guarantee a response under 12 hours for "system impaired" issues, does anyone know what I can do to accelerate this?

thank you! Ruoy