Suggestions

[notfullyawake]

A.) Do not charge your customer's credit cards more than once.

B.) Do not have more than one person work on a support ticket. When several different people try to answer a support ticket, it becomes very difficult as a customer to know if anyone is getting anything done about the problem.

C.) Tell your customers before you mess with their server, so they can be prepared for those times their site will be down.

D.) Do not put reply to a support ticket with a half-assed support response without a conclusion, [For example, "I fixed it." -- when the problem obviously has not been fixed.] wait ten days before responding "Are you still having such-and-such problem?" because, obviously, we are still having that problem...

[baldtechnologist]

One note on point B:

I personally like the fact that more than one person may work on a ticket. I've had a couple of instances where a member of the support staff has replied with a question to my ticket which I didn't see for a number of hours. By the time I was able to reply they were off for the day; luckily another staff member took it up and quickly fixed my issues.