AWS support not responding to SES Production request

Hello,

It has been 2 days since we requested for our account to be taken out of SES Sandbox. We're on the basic Support plan, but since I was able to put the request in, it is my understanding that we don't need another support level for this kind of request, and that it should be actioned within 24 hours. This is now blocking our product go-live.

Is my support plan assumption correct? If any AWS support staff read this, the case ID is 12404237881 - please help.

Thanks, Philipp