Matt, please help - our engineer got a restore started, now it failed and she is out of the office and says it will be tomorrow until we hear back...we can't wait that long, this customer has been waiting since Monday. Can you please get us a Level 2 engineer to work with us to finish this up? we just need to get this restore working

Please escalate. We followed the instructions and we responded last night but have not heard anything. This is crucial.