"24/7 support" says nothing about who answers
They told you: "They have 24/7 live chat, so you're covered any time."
Available and competent are different products. Tier-1 chat exists to deflect: paste a canned reply, clear caches, blame your plugin, close the ticket. The engineer who can read a server log works business hours and costs extra.
Why staff it this way? Because a fast "we're looking into it" satisfies the survey, and surveys are what reviews quote.
Measure response time if you want a marketing number. Measure resolution time if you want the truth.
Reality: 24/7 means someone is awake, not that anyone can help.
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"24/7 support" says nothing about who answers
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