This might seem a somewhat strange question to ask, but what would someone who provides somewhat sweeping support for a web application and associated website (which would include answering simple questions via email about how to use the application, password problems, site issues, etc.) charge per hour for services performed? I know I'm throwing a lot of services into one basket here (the site itself will be located on a host such as HostMatters or AletiaHosting), but I ask for an educational non-profit organization that is currently seeking such a person.

Related questions:
(i) If the number of users (students) accessing the site will become no greater than 1,000 during the year (and the same 1,000 will be using the application during the year), how many hours per week should support operate? Or should support work on a per-incident basis, or use some other system entirely? Ideally, we'd like email response within 24-36 hours for any user problems.
(ii) Does such a support person exist? And do individuals and/or companies offer to provide such support for smaller organizations, perhaps taking on five or six such support roles during the year?
(iii) Any recommendations as to a virtual host?

Thank you for any help regarding this matter,

Erik

are you looking to outsource your hosting support? is that the idea or what? sorry. :) thanks.

That is the general idea, although I don't believe we would act as webhost. We would setup our website and associated web application with a webhost, and the website would be accessed by teams of students. If teams ran into a problem using our site (perhaps a page isn't appearing correctly, a bug is found in the application, or a password is forgotten), they could then contact our support person for this web application. Something like a webmaster, I suppose, who would also offer support for web application use and issues.

The more I think about it, the more a series of FAQs and general help pages sounds like an important idea. Hopefully this would offset a good portion of support-type questions. Maybe we could even handle the excess support issues internally.