I think that the issue of support and how much to offer really depends on the target customers. If they are advanced users, like Stephen said, then they probably won't require much support if any, but they might contact you here and there to check a config on the server. If you target beginners, you are almost guaranteed tons of support requests. I think that the host just needs to find their target, and be prepared to live up to what they offer. That is the biggest problem. Before I started hosting myself, I was with so many companies that sent 1 sentance replies of nonsense. I always liked that sentance that says if I need anymore help, feel free to contact us... So, to sum it up, if a host finds a target customer base, they should be able to support it in a way that they feel would best benefit the customer, and make this method public, so that the customer knows "what they are getting themeselves into".