This thread is a great example of why support is so hard.
If my customers don't get a reply within a few hours, then all hell breaks loose. Even if, there request comes in at 3am / 0300 on a Sunday morning my time.
To be fair, when I point this out to them they do apologise, didn't realise time difference, are in a different part of the world where Sunday is not a day off etc. I then ask what they expect from some billion dollar companies support wise and they say they are happy with a reply within a week. Asking them why a one man shop doing quite a bit less than billions of dollars is expected to provide so much more.
Anyway, rant over. Support isn't hard. You hire enough competent people as your customers require. The end. Happy customers