On a Saturday afternoon, I notice a problem with my hosting and create a ticket on their site: the same day I get a reaction that they’re working on the subject and an hour after that I get a mail that they found the problem, that they have solved it partly already and will continue to work on it for complete resolution asap.

A simple reply to that mail starts a personal, polite and easy support conversation that is being logged in the ticket database. Almost direct contact, and that on Saturday evening.

Nice support!