Who do you contact when Catalog/Canvas isn't working as expected

[sbarry2]

After returning from our Hurricane Irma downtime, we discovered that Canvas and Catalog our security certificates had expired. We are attempting to figure out why this occurred. We sent an urgent work ticket to Canvas/Catalog this morning. We have received no response. When we first got Canvas & Catalog, we had a CSM with a name, phone and email. Now we have an email address to "florida@instructure.com" or the "Report a problem" ticket system (in Canvas, not Catalog). 

My question: Do you have a CSM that you call with Canvas & Catalog issues or do you just rely on the ticket system?

[sbarry2]

I may have found part of the answer to my question in this article.

Support vs CSM: When to file a ticket and when to ask your CSM 

[jsowalsk]

Yes, we contact Deactivated user‌ about this. But, also please inform Deactivated user‌. We file a ticket when we do not want to bother our CSM or even talk to chat support and sometimes it is faster.