I think you should add phone support. Issues that take hours to resolve via tickets and email can usually be resolved in under 3mins. via phone.

The problem with phone calls is they have a longer resolution time than normal trouble tickets/emails. And with phone calls techs cannot organize their work efficiently taking emergency issues first.

With phone support you can wait having your site down because of webserwer misconfiguration for hours while tech explains what is frontpage extention for some otehr user, etc.

There are pros and cons in phone support. After having some experience we just think that we can have more efficient support without phone.

Use their ICQ support. I use it pretty much all the time and it works just fine and it very quick. I don't use it for everything, but usually quick questions and such. If it's something I don't need right away, I post it in the forums, since it's usually something that can help someone else.

where d you get the info?

I've always found the trouble ticket system top notch. I've only ever posted a few (two or three tops), but they always get a reply within 10-30 minutes.

We send support AIM & ICQ information in activation email. Also we have live chat avaliable that can be accessed from any hostony page (button on the left side) All is staffed 24x7, though sometimes in live chat you may see offline when session expire and support have not reconnected.