Microsoft Exchange 2013 iApp - Can't login to OWA or ECP if more than one server is active in pool

If you see this...how can I get this escalated more quickly? I asked my engineer to escalate, and he said ok and I never heard back the rest of the day. I know tomorrow is a holiday, but I have permission for a short period early Saturday morning to make changes in production to test if needed. I put this info in my ticket via the web site, and still nothing.