^ well in that case the support should send a response saying they are working on it. Just having someone standing by to research counts, even if they don't respond right away.

Also, i agree that when a company says 24/7 it means email or forums. It may mean that something is available to take a help request...

Outsourcing around the globe helps too because of the reversed time zone! Get one guy in India manning the live help during the day and you can go sleep!