Maybe you should post your question as a new thread instead of burying it here.

Now, to answer your question a bit, I only have shared hosting experience with hostgator (not reseller). I had no downtime for nearly 5 months. Then a small downtime (under 30 mins) while they were under a very hard DDoS attack, so it wasn't really they fault. In fact they handled it very well.

I don't need much support, but they are always available by either live chat, MSN messanger, etc. When I sent emails to support I received answers in about 5 mins.