Support team that isn't practicing for the Stanley Cup with their ticket hockey. Just provide the support already,
1. What type of changes you want to see in a VPS providers?
2. How can you easily connect with your customer?
- Good, clean minimal templates. When I install Debian, I want Debian, not Debian with Apache, Samba, MySQL, etc all preloaded on said image. Too many hosts bundle in crap in their default images, and don't bother labeling or mentioning what they have thrown in. Every extra default running app is a security concern, and ideally, you want as few security concerns as possible.
- Gotta agree with Munzy, backup and snapshotting is a huge feature I see missing on most VPS providers, even though it is included on most control panels and isn't generally that hard to set up.
- IRC - Have a person or bot idle on an IRC channel dedicated to your business, set up SMS/Push notifications to know when people want to talk to you on IRC.
- Phone - Offer some level of phone support, if its urgent (node is down, noisy neighbors, etc) your customers are going to look up your WHOIS, or look on their credit card statements or look up your business license to get in contact with you. By offering an offical phone number (and using that in your WHOIS, CC processor or PayPal registration, and on your site), you won't end up with angry customers searching every nook and cranny looking for your number.