Thanks for your analysis of our services. As of now we don't need more staff as we have sufficient staff for phone support, livechats as well as our helpdesk.
You cannot expect windows technical problems to be answered within an hour everytime. We don't allow everyone in our support team to login in RDP when there's a new ticket. Only 1 or 2 senior system admins in every shift are allowed to login in RDP when the technical problem cannot be sorted from control panel.
You requested compensation for delayed response which I rejected but I would suggest you to try out some other companies and see if they respond to your tickets same day. You can refer to our TOS to see if we have mentioned any kind of commitment about response time for windows hosting service.
Our phone setup is having some problems right now but its not like other companies where special priority is given to sales calls and support calls are given low priority. We are suffering with sales as well due to hardware shortcomings but we will have new hardware and well organized phone support before end of next week.
for your information I would like to mention once again that our senior system admins work from helpdesk only and they never answer calls as people answering calls need to focus on communication only and those people can never sort server side problems due to constant bugging on phone. We are into shared hosting service and we sell packages starting from £22.99 per year so you should not expect to have a dedicated person assigned to you all the time to sort your technical problems.
If you have multiple custom requirements which needs assistance from our technical team all the time then a
dedicated server would be a better option for you. If thats not feasible then we can assign a dedicated person for your requirement for £25 per hour.