Managed backup issue

Good day,

Last night I had a support chat with Viola about my managed backups not completing on eqscience-south-africa.com

I do have scheduled managed backups in place and the last one was taken 6 days ago
However, I urgently need to do some major maintenance to the website so I need to take a once off backup now.
I have been trying since yesterday, and because I could not get the backups to complete, I requested Viola to try it from your side.
At this point on my side, it looks like the backup is stuck at 1%.

Can you kindly assist urgently, because I need to deliver this job.

Thank you

Best regards,

Edwin

PS: I have given support access on the network