24/7 Customer support that helps
There are a few types of support. First one is Level 1 support. This support is trained to handle 80% to 90% of the common questions. If they can not give you a solution, they forward your request/question to Level 2 support - they are highly professional and very experienced people, which in most cases used to work as Level 1 support in the past. Level 2 staff has at least 2 years of experience with support issues. They handle most technical issues, including anything that might need work with console (SSH). If they reach a point were they can not help you, due to missing knowledge - they forward the ticket to Level 3 staff. Level 3 support staff are also called Administrators. They are basically Linux gurus and have at least 4 years of experience with Linux servers. Unfortunately those kind of people do not have very good communications skills (most of them), as they take knowledge for granted and they think that everyone should understand well everything about hosting and servers. That's why you will probably never chat or write to any of them directly :)
Tickets opened in peak hours are responded within 2 hours. Tickets opened off peak hours are usually responded faster - around or less than an hour. If for any reason you are not satisfied with the response you received - you can request esacalating of your ticket to a supervisor or to myself - Dan Patruno.
As you probably know - troubleless hosting still does not exist. That's why I believe it is important support to be friendly and most important - they must give USEFUL answers to our clients questions.