outsourcing not me cup of tea

Have you tried it? Actually, I know people who run the hosting company alone and outsource all the other staff, they find it profitable, no tax, no social payment to the personnel, but I think outsourcing billing staff can be risky, as you have to handle all the important matters yourself, if you want to be successful.

It all depends on the provider you deal with. If you dont have the faith towards your providers' support, then you can go with your own choice of support outsourcing to someone else who will be a trusted one.

Since the thread isn't closed, I presume I could add one more comment, and that's about review sites like olimphost or hosting mile where you can get help in choosing a reseller with in-house support. Also, I have come across a few reseller offers where in-house support is offered, these are experthost.com and ahosting.biz.