Hmmm. Detailed explanation, but it does raise some red flags.
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Because staff routinely operate from different geographic locations to cover all time zones, and some at this time had varying cell phone coverage, this additionally delayed our response.
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Shouldn't that improve the response time? But some of the support people have no cell phone coverage? That's weird.
And then from the community forum:
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IMAP has been been down for 7 or 8 hours now, and that is confirmed by the status page at NodePing - Monitoring 8. Any ETA for getting it back up and running?
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Really? No support messages for the equivalent of an entire working day? That is more than just some confusion over what is going on.