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I created a ticket through Salesforce's "premium" phone support, but the URL of the ticket is hosted at help.heroku.com, which is also down. As of now, Heroku's status page appears green. Our Heroku app is hosted in Amazon East, but appears to be functioning at the moment.

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is there a support email? i sent an email via support@heroku.com with title urgent but no reply yet

Sorry no offense, but it's obvious you've never worked in support before.... :-) I'm sure they already know that half the infrastructure is down. Every support request brings exactly nothing, except more chaos.

Auto-responders must still reply "Thank you for your message it's really important to us". At least you'd know the auto-response servers are still up.

People are anxious, if you have a problem in your infrastructure at least set an automatic reply linking the status page or with a short text describing the situation.

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