It appears that the end of "normal" support hours is 5:00 ET. We in the western US get short changed on the current support hours. There have been many times when I needed support response this summer, but if it is after 2:00 PM my time, I don't get a response until the next day. We need coverage until our 5:00 PM, if not longer into the day. Would prefer 24/7 support, but lets try this first.