Write a communication email to the company with an update and what you are doing to help addres this

Your customer's production system is down. They are unable to operate their business and are losing money with each minute they are down. They have created a support case and followed up with a phone call. It is now 2 hours later and their production system is still down. They have not received any significant response on next steps from the support team. Write a communication email to the company with an update and what you are doing to help address this escalation.