Support?

I'm considering building a site for my client using Squarespace. But, given this would be my first site built on Squarespace (I've build on GoDaddy, Wix, and Wordpress), support is very important to me.

I tried to chat with Squarespace on Monday during their office hours. No one was there. I submitted an email. No response. I came back to the site today, Friday. Still no one available for chat.

Is this typical?