If they have a phone number call them. if they have live chat facility, use it and ask them to resolve it as soon as possible. Or if the issue can be resolved by a server reboot ( if you haven't saved the iptables rule, it can be overridden by a reboot ), you can do it if they provide such an option. Else update the same ticket; I don't think open multiple ticket to the same department for the same issue is good. Also no reputed companies will assign tickets to a representative who isn't in shift. Do you have a managed server with them? If so, they should have to assist you. For undamaged servers, some companies do free service if you lost remote access to the server; some may charge it if it cannot be resolved by a remote and needs console login to your server.