My advise, for what is is worth, is wait till Monday and write support, or re-write them. As support on weekends and off hours, is pretty weak, as it appears to be outsourced, and possibly communication issues arise. I have gotten run around so many times, unless it is critical I do not write on weekends.
Now...that being said, I am sure there are others who have found weekend-night support fine...my experience has not been.