We keep as much staffing as possible internal, and where possible just to myself.
However, as a reseller (due to the free nature of services provided), we sometimes have to 'outsource' to our network providers.
Commonly referred to in tickets as 'Escalated to the datacenter', to make us seem a little more professional.
Although if a customer enquiries, we will tell them, we actually have a section in our sitemap listing our sponsors, however we plan to make dedicated pages for each one, or at the least a dedicated sponsors page.
Anyways, that's a little off topic. I generally keep in-house unless it's beyond my abilities, as whilst providing free hosting, answering tickets within a few hours is more than acceptable, as many provide no ticketing system at all.