Your services are awesome, the VPS in 55 seconds is amazing and everything works good, UNTIL you need support.
If you decide to go the route of "no-phone" policy, why it takes you 3 hours to answer an email?
If you only help through emails, you should get better response times, have a look at CloudFlare, they reply in 2-15 minutes usually.
This is very disappointing.
Another suggestion to make it better is to sort the problems by its urgency (have the customers decide if its urgent or not) or any other mechanic to first answer the urgent enquiries (website is down etc).
I hope that you take this feedback into consideration, as a website owner I have many suggestions I can give you related to this subject, but you have to improve it.