From their website,
"Q: When is EllisLab Support available to help?
Our customer support team—we call them our Customer Advocates—is available to help Monday through Friday from 7:00am to 3:00pm Pacific Time."
So for $1900 a month, their highest level of support offered... You can get support only between those hours? Even their "Urgent Response", 2 hour tickets seem to stick to the business hour rule.
What a deal