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great support comes when the tech support team understands the concept of "urgency".
unlike other relationships with your host, you need tech support when something doesn't work right, (you don't need them when everything is working OK)---and if you have paysites when something doesn't work right it is usually affecting your income (negatively).
the very best tech support will actually have someone on the premises 24/7 that is smart enough to fix something---like a rotating shift of the smart guys.
usually (unfortunately) nights and weekends leaves a skeleton crew, and when something really bad happens it always seems like it's usually 3am on a weekend.
that all said, i've had very good luck with webair.
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