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Why dont you take a look at your contract that's what they'll sue you based on, but take a look if there's a support clause in there...
If there isn't any support clause, then you know next time you sign a contract you better make sure its something reasonable like 24 - 36 hours
If there is a clause there on the response time for support requests you can tell the judge (representing yourself and saving money) that they didn't hold up to the contract hence its null and void.
Regardless, there is something known as fair market value, now I assume this would just as easily apply to support.
Basically if you are paying $10,000/mbit and the fair market value is $1000. You can break out of the contract, same with support, if the fair market response time is 24 hours you can try this technique with both the reps and the judge.
The test of a company usually comes when you plan on leaving them rather than when you plan on signing up with them. If they're just as gracious letting you go, as signing you up, that's high class.
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