I only dealt with support over email as my contract was 8x5xNBD and the work that I had to do was after 5PM "I also did not attempt a phone call with them after 5PM either", but they were very responsive to emails with detailed instructions send back to me. They even asked me to give them a heads up if I'm doing any of the needed work on a certain night and during certain hours, as so the individual I was working with can check his email more often in case I required additional assistance. As far as dealing with support over email conversations I would say their support was FANTASTIC and not at all what I would normally expect to happen over email conversations. 5 of out 5 start in my book