🚨 **URGENT: PRO Plan Production Outage - Day 4 - Need Update on Escalated Ticket**

**Tickets:** SU-254853 / SU-254890
**Project:** `iteqqXXXXXXXXfvxuqtj` (flowfon-production)
**Plan:** PRO (Paid customer)
**Downtime:** 96+ hours (4 days)

---

### 📋 Situation Summary

**What Happened:**
On Sept 27, our production database schema was accidentally deleted during an automated dev action (our mistake). All 61 production tables lost, affecting our entire Voice AI platform at https://flowfon.eu

**Support Timeline:**
- ✅ **Sept 27:** Ticket SU-254853 created
- ✅ **Sept 29:** Tim Lim responded - found health check errors, forwarded to "appropriate team"
- ❌ **Oct 1 (Today):** **48 hours since escalation, no update from that team**

---

### 🔍 Current Technical Status (Tested 1 hour ago)

**What's Working NOW:**
✅ Edge Functions responding correctly (no more 522 errors)
✅ API infrastructure healthy (proper 401 auth)
✅ All 33 Edge Functions deployed and accessible
✅ Secrets intact (27 secrets verified)

**What's STILL BROKEN:**
❌ All database queries timeout after 10 seconds
❌ REST API data access completely broken
❌ Production website completely down
❌ All 61 tables inaccessible

**Test Results:**
```bash
# Infrastructure: ✅ WORKS
curl https://iteqqXXXXXXXXfvxuqtj.supabase.co/functions/v1/health-check
→ 401 auth required (correct)

# Database queries: ❌ TIMEOUT
curl -H "apikey: [KEY]" .../rest/v1/profiles
→ Timeout after 10s (all tables)
```

---

### 💰 Business Impact

- **Revenue Loss:** €5,000+ (and counting)
- **Users Affected:** 50+ registered users cannot access platform
- **Enterprise Clients:** 3 clients demanding daily updates
- **Services Down:** Voice AI, user auth, billing - all offline

---

### 🆘 What We Need

Since Tim forwarded this to the backend team **48 hours ago**, we need:

1. **Status Update** - What has the escalated team found?
2. **Health Check Errors** - What specific backend errors were discovered?
3. **Backup Check** - Do point-in-time recovery backups exist for Sept 27, 09:00 UTC?
4. **Recovery Plan** - Which approach should we take?
5. **Timeline** - When can we expect resolution?

---

### 🛠️ What We Have Ready

✅ Complete SQL schema reconstruction scripts (all 61 tables)
✅ RLS policies fully documented
✅ Edge Functions backed up in Git
✅ 24/7 team availability for immediate collaboration
✅ Budget for priority support if needed

We're ready to work with any team member immediately - just need someone to communicate with us.

---

### 📞 Contact & Details

**Email:** ai@flowfon.eu / gunnargottfried@gmail.com
**Project ID:** iteqqXXXXXXXXfvxuqtj
**Organization:** team_kGDKMCHXXXXXXXXJhuss5w8w
**Region:** Central EU (Frankfurt)
**Plan:** PRO Plan (Active & Paid)

---

Can someone from the Supabase support team please provide an update on the escalated ticket? We've been patient for 4 days and are ready to collaborate 24/7 for resolution.

Thank you! 🙏

---

## 📝 ALTERNATIVE VERSION (Shorter for Discord)

---

🆘 **PRO Plan Emergency - Need Help**

**Project:** `iteqqXXXXXXXXfvxuqtj` | **Tickets:** SU-254853, SU-254890 | **Downtime:** 4 days

**Issue:**
- Complete database loss (61 tables deleted - our dev error)
- Infrastructure recovered, but all DB queries timeout
- Production site https://flowfon.eu down
- €5K+ revenue loss

**Support Status:**
- ✅ Sept 29: Tim Lim found health check errors, forwarded to team
- ❌ Oct 1: 48h later, no update from escalated team

**Current Status:**
✅ Edge Functions working
❌ Database queries timeout after 10s
❌ All tables inaccessible

**Need:**
- Update from escalated team
- Backup verification (Sept 27, 09:00 UTC)
- Recovery plan & timeline

**Ready:**
- Complete schema restoration scripts
- 24/7 availability for collaboration
- Can pay for priority support

Email: flowfonai@proton.me
PRO Plan customer ready to work with team immediately. 🙏

---

## 📝 VERY SHORT VERSION (For Quick Ping)

---

🚨 **URGENT: PRO Plan - 4 Days Down**

**Project:** `iteqqXXXXXXXXfvxuqtj`
**Tickets:** SU-254853, SU-254890

Database deleted Sept 27 (our error). Tim forwarded to backend team Sept 29. **48h later, no update.**

Infrastructure recovered but DB queries timeout. Production down. €5K+ lost.

Need update from escalated team. Ready to collaborate 24/7.

Email: ai@flowfon.eu

---

## 🎯 POSTING STRATEGY

### When to Post:
**Option 1:** Right after sending email (parallel escalation)
**Option 2:** If no email response in 4-6 hours

### Where to Post:
1. **#support** (primary channel)
2. **#help** (if no response in #support after 2 hours)
3. **#general** (only if desperate - politely mention needing help)

### How to Post:
1. Start with longer version in #support
2. If no response in 2 hours, post shorter version
3. Be polite and professional
4. Don't spam - wait at least 2-4 hours between posts
5. Tag @Support role if available (check channel for etiquette first)

### Follow-up Strategy:
- If someone responds asking for details → provide full technical info
- If told to "wait for email" → politely mention it's been 48h since escalation
- If offered priority support package → ask if it can expedite current emergency

---

## ⚠️ DISCORD ETIQUETTE NOTES

**DO:**
✅ Be polite and professional
✅ Provide project ID and ticket numbers
✅ Show you've already contacted email support
✅ Mention you're a PRO plan customer
✅ Offer to collaborate/provide info
✅ Thank anyone who responds

**DON'T:**
❌ Spam multiple channels at once
❌ @mention individual team members without permission
❌ Post same message repeatedly
❌ Be aggressive or demanding
❌ Share sensitive data (API keys, passwords)
❌ Criticize Supabase publicly

---

## 📱 BACKUP: If Discord Gets No Response

If Discord doesn't help after 4-6 hours, escalate to:

1. **Twitter/X** - Public mention @supabase
2. **GitHub Issue** - In supabase/supabase repo
3. **LinkedIn** - Direct message to team members

But try Discord first - often faster than email for urgent issues.