This is from my own experience: Background: 1. I have chosen Windows hosting from Lunarpages, I have hosted 3 websites in a shared hosting. 2. Among the three, 1 site is alexa 100K website, 2nd is an asp website which is under development, 3rd is a simple HTML site. The "tortoise" support: - Lunarpages doesnt provide a Chat support for any urgent issues!! Imagine if your site has gone down and you are losing 100$ because of that and you wanted to contact the support! Major hosting providers give Chat support so that the issues can be resolved immediately. But you must raise a ticket in lunarpages which will be responded within 24 hrs during business days !!! Scenario 1: Ok.. Some of you will feel that a support within 24 hrs is quite fine. But you know what happened to me in most of the cases when my site was down? - The customercare responded after 24 hrs asking me to provide the verification details :-/ Then I gave the details immediately but the customer care responded after 20 hrs asking for more information!!! and my site was still DOWN !!! They really dont seem to understand the criticality! Scenario 2: Once they have suspended my site and I received an automated mail that I must contact support to know why they have suspended it. I contacted them, BUT I KNOW THEY WILL ASK FOR VERIFICATION DETAILS and I proactively gave all the information in my ticket itself!!, but Surprisingly, I got the standard mail asking me to provide the verification details!!! I really got pissed off and replied back, which took one more 24 hrs. Then they replied back saying that there are a lot of visitors coming to my website and is affecting their server! But I have not exceeded the disk space, bandwidth,or whatsoever mentioned in the plan during the signup!! They asked me to take a VPS or Dedicated hosting. Then I had few arguments and finally agreed to take a VPS hosting and sent a mail to the customer care, but 3 days later they have suspended the site again saying that the account usage is more. I really doubt if the customer care reads the mails properly!! I have lost a lot of money due to this!!