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.

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.

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.