Need Help understanding how I can get live help

I just signed up for WPMUDEV and I’m confused a bit frustrated by your support model. I was sold that I would have 24/7 access to someone who could help me with WP issues and I don’t think that is the case.

I see that I can send questions in, but it takes hours to get a response. Furthermore, many of the published times have “Host Not Available for this Session”. Why would you publish a time and then say that no one would be there to support it?