I have had a reseller account with Site5 (www.site5.com) since the last 14 months. One of the things that could be better is their human response time for a trouble ticket.

Site5 guarantees a response (not a resolution of the problem, which is fine) to any trouble ticket within 24 hours. They claim that their average response time is about 25 minutes. In reality, a human response to a trouble ticket (as opposed to their autoresponder acknowledgment) takes more than 12 hours almost every time I have raised one.