I'm gonna try and ask these questions again, only this time I'll try not to overwhelm anybody. I'll keep them in separate threads, which I'll post over time.

Anyway, here is my first question:

If you were to draw a ratio of support hours to customers, what would your numbers be like? For my own projections I have assumed 1 hour per month per 10 customers. I don't feel comfortable with this number because it came out of thin air with nothing to back it up.

Thank you!

Scott

Scott,
There are many factors involved here...
Consider this suppose you have many pampered clients who do nothing but work on their site then it would be 1 hour per day per client.... :(
At the same time if you have customers with a 5 page site (one of which is their photograph).. Then it would be 1 hours per year for them....
Mostly we have seen that all hosting companies attract the kind of clients they want. It happens unknowingly in most cases. However, is always the same kind of customers a particular company gets.
Lets say company A focuses on cheap... you get maximum newbies. Company B focuses on support for all languages etc.... you get real tech clients who keep asking for more..... and the list goes on...
Another major factor is your server stability and the control panel features... e.g. cpanel takes more time to solve that Alabanza .....

Have a great day :)

regards
amar