What is the process to follow to report/sort out the issue?
To report - generally what you did (go and mention the problem on the riot.im channel) is a good thing to do - it got my notice.
Another thing you can do is toot at @firstname.lastname@example.org, which should notify the whole tech group via an email alias (i.e. as anyone would if they are mentioned).
To resolve it requires someone in the tech team with access to go and poke the server, which I've just done. It's not clear to me yet if I've resolved it, or why it occurred, but things do look healthier...