I agree, it might be seen as a bit irresponsible to roll out a extremely different interface and pull back the amount of support they offer for it.
I'm not really sure when the weekend support was canceled to be honest.
I think I would have made support MORE available not LESS available. Just me, but I don't have a billion to drop on a company.
Not sure what the competition offers for after hours and weekend support, but I'm guessing someone might have benchmarked them and decided to pull the plug. Why eles would you reduce "customer support" ?
Which converts to CTCT's weekend support being no worse then the competition. But still, with a new redesign and the amount of negative feedback they have been getting on these forums, a stop gap support strategy for 90 days would have sent a better message to the people that are struggling on the weekends.