Hey! They'll get to your ticket, and it's like u/barungszszs says, they'll remove the permanent status but you'll need to then do the de-Ironing in-game which takes seven days.

Ordinarily they get to Ironman support tickets in less than a day, but with the influx of players under lockdown it's taking longer than usual. They've been able to increase the size of their team, but that took longer than it would usually (onboarding and training new staff under lockdown is doable, but just a bit trickier).