They did have someone on today, and we had a client that was down and was in the queue early. We got the client up before he called, but the particular non-urgent AC couldn't get resolved, so I told him to go on and keep working the queue, and I'll take a call from one of their more senior guys tomorrow.
Jim popped up shortly after that, so I reached out and got the tech's help in getting that quickly resolved since I knew exactly what the issue was.
My guess is that he was at it all day, and never got all the way through the queue.
