One of the things that is not included is any real support, unless you go for the $500/month Premium package, which then only buys you a 2-hour turnaround with

One of the things that is not included is any real support, unless you go for the $500/month Premium package, which then only buys you a 2-hour turnaround with 18h/5d support. For that much money you should at least be able to get some support on the weekend.