Technical problems with software rarely happen on a 9–5 schedule. More often than not, you discover these little errors and hang-ups at the most inopportune times: late at night, early in the morning, over the weekend, and especially when you are traveling out of town for business.
It is during these times that you often need the guidance and troubleshooting of a customer support team the most, and it is also during these times that most support representatives are off the clock and unavailable.