Unfortunately, using the computers and the web is a fact of life for all of us using AC. I know of no services that have 100% uptime. The best is to prepare yourself and your staff for the eventual downtime.
I trained the staff to whip out the paper forms and use them immediately if AC or other services are down.
As far as AC tech support. I too have experienced no support available during a normal work day. Typically, if I retry multiple times over the course of 30-40 minutes a tech becomes available.
