Not a gripe with anyone I am working with / clients, but an evolving and growing gripe due to what I keep stepping in during research (read: shit). I continue to fail to understand why support is an afterthought at best in the hosting industry. This business is NOT PASSIVE INCOME. Passive income is an income received on a regular basis, with little effort required to maintain it. You have to not only sell to buyers, but have to provide rapid and useful presales support and maintain the customer with rapid and useful support when they are a customer. Failing to results in sales not happening, customers doing more chargebacks and long term lack of business. Apply a per customer support overhead dollar value so you fund support. I was doing research on a company earlier and realized they had been a VPS company in the recent past. They stopped doing that because they couldn't provide ADEQUATE customer support. They flipped customers to another VPS provider, who within several months stopped offering services and for the exact same reason. Problem is this company and owner did the same thing in other hosting niches over time. Same bad approach, same fail. Earlier I had someone (an end buyer) say about how bad support was widely, that other providers typically were 24-48 hour response time waits. Here's my message to company owners - stop buying yachts, fancy cars, opulent watches and fluff for your ego. Instead invest in workers that actually show up and do work. This is business, treat it like that before you find yourself without one. Again, hosting businesses ARE NOT PASSIVE INCOME.