Not all web hosting companies has TRUE 24×7 support, especially those have less than 1000 accounts. It is usually too costly to maintain a group of people to provide true 24×7 support.
So, what most small hosting company does is, to outsource part of their support to Tech support company which specialise in web hosting related support.
I used an outsourced support service 2 years back, they are Touch Support . The reasons why I use them is because,
- Their email support pricing structure fit into our budget. We have choosen the per ticket support plan.
- They are expert in supporting Cpanel related problems.
- Quick email response time.
- Average support quality.
When I sign-up for their service, they are limited to email support only until recently they have included chat support and phone support.
You can find more information about Touch support from http://www.touchsupport.com