Hi Cess,
I never needed "support" from Moniker, beyond my occasional communications with them, regarding domains we had submitted or had listed in one of their auctions, adult or mainstream. So I cant say that I had a good or bad experience with their support structure.
I work mostly with GoDaddy, and really appreciate the 24/7 support line and chat they have. It can be 3am and I can reach someone. If you have enough domains with GoDaddy, they will assign you an AE to work with.
What I can say about Moniker is that my AE over there was Bari, and she does have quick fingers. I would write to her, and within a few minutes she got back to me, by email. The response didnt always match the question, but ..... she is FAST.
Instinct tells me, that Bari not only has a lot of clients that rely on her, but she wears many hats within the company.
For those that rely on Moniker for most of their services, it is about time Moniker rolls out 24/7 support.
Like having insurance, the true test of customer support is when you need them, they are around to help right away.