1) problem : support
2) timedown server ... -> make your system restore in the night !!!!! (relative to ?Europe )

have also found that sometimes some support requests are not fully responded to, for example only one of two questions are answered or something like that

For my experience with hosting providers in the past, Hostony really have a very good support, every trouble ticket i submit is answered in < 1 hour, satisfactory in the major times.

But of course, is my own experience with hostony

I think they must only improve some service's performance (like mail), but i think this is not a support problem only, the problem perhaps is the overload of the servers (too many clients in shared hosting per server), but it's not a problem of support people, It's more like a (political / work line) of Hostony's owners.