ReadyNAS Pro lifesupport Case 22179090

Okay, well my case was picked up, it took several days back and forth to get past the information stage, that's all fine. Finally my case was escalated to Level 3 support, last night someone was working on it, and giving updates, and now today my priority case is gone. I went to check the status in the morning, refreshed the priority case page, and it said the case doesn't exist. I went back in through my portal, went to my case number, and all of the details after being sent to the Level 3 engineer were gone. He had given an update on the status, and had said he would continue to update, and all that information is now gone.

Has this happened to anyone before, what does this mean?

Thank you for your help