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Yes, we've experienced these issues recently. In addition to what you stated, when selecting the option of "production down", I was not transferred to a live person, and instead dumped into voicemail.
Dan, this is great to know if we ever experience production down...knock on wood.
1 of 1 people found this helpful
Could it be based on the changes they are making to the support structure? In July they emailed about coverage levels and you can find the datasheet here: http://pages2.marketo.com/rs/561-HYG-937/images/DS_Customer%20Support%20Overview.pdf
Some people don't have access to phone support anymore except for production down (so Dan's comment is worrisome!).