Baddog,
Seeing that it is working hours, I will put in my perspective on this thread.
Brad and you both made excellent points, but I respectfully think that everyone has missed the most important factor in all of this.
-Competitive advantages / needs vs. overhead and a personal ethics criteria.
Companies dealing with the former (competitive stakes) portion, are competing for your business. In this case, if one competing program offers 7 days a week, it becomes a sale's perk, and then if deemed advantageous, it becomes a stakes raising campaign between a great many like programs; "We have staff on the moon, 24/7 to help you with your new blender." The former is broken down into a clear-cut, easy to understand equation that has a logical flow.
Now, when the former is null and void due to a flurry of reasons such as, less competition, little client need to justify higher rates / lower payouts, etc) or regional / product ineffectiveness when based around support times; you then get the latter of the two: needs vs. overhead and a personal ethics criteria.
Do the clients really need it? If they do, is there enough competition to justify greater yearly support staffing / training / benefits, etc? If no to both, is it now a question of ethics? Or was it always? Business ethics? Or does your financial savings become more important than your need to support a product that does not thrive or become more advantageous to do so?
That is the "ethical" portion.
Otherwise, the product that offers poor support and has competition that offers better support, must lean on certain x factors in the program that justify less support. Otherwise, the stakes would be raised
If only one hosting company existed, would they have 24/7 support? Would ethics be called into question if they didn't or would it just seem like a logical, business strategy adapted to the current, competetive climate.
That is the Cory two cents.