I made like 2-4 tickets in the past week about my sites, and honestly, out of the 20+ messages we exchanged, I don't think I waiting over 5 minutes for a response. It's so much better than the 12 hour response from Host Gator. It's great, they wait on me, I don't wait on them. Host Gator had live support, which Host Winds does too but usually the phone rings or something and then I just end up getting kicked from the convo after 2 minutes and I have to start all over with a new person. Plus, I'm rarely at my computer, usually I'm away and working from the iPhone so running live chat isn't that easy (or maybe not possible on iPhone) so I would be forced to wait several hours for Host Gator to reply but Host Winds response time is unreal. Super fast. Peter is usually busy on Skype, which is understandable so use the ticket system. Very good.