Robbynz - Welcome to the HostICan Community.
1. Alerting system - you are more then welcome to setup your own custom alerting system, which may help you keep tabs on us
I think our uptime speaks for itself.
2. We try to answer all tickets within 15 - 30 mins. However, there isn't a guarantee time frame that you will be answered in. I would say the longest I've ever seen a ticket go unanswered is 1 hour. Which isn't exactly long, if you consider the amount of support tickets that are dealt with on a daily basis.
3. Yes, we have to sometimes upgrade our phone system and other neato things like to ensure that folks like you can call our customer service folks... so yes, sometimes it is necessary to upgrade the phone system....
4. Yes, we also update plans when new plan arrive for customers, most of the time its processed upon request.