Just thinking about this as an option. I'd like opinions, experiences from hosts who use this model. :)

(1). How much should you pay per ticket?

(2). Do you give these outsourced support staff, root access?

(3). Do they have access to client databases?

I would say the answers depend on the person doing it ... How much you trust them

(1). How much should you pay per ticket?

Average $1.50 - $2.00

(2). Do you give these outsourced support staff, root access?

Maybe not to start with but as you get to know them and trust them ...

(3). Do they have access to client databases?

Personally I would keep the billing/accounts to yourself, I only have my Administrator with access to clients information (And myself of course)

(1). How much should you pay per ticket?

Average $0.75- $1.25

(2). Do you give these outsourced support staff, root access?

Gain Trust first.

(3). Do they have access to client databases?

Give them access to the info to log into a customers account but not cc numbers and stuff.

1. Hard one. Really, I think you'd find all the easy tickets done in a heart beat with the trickier ones (and generally the more important) sitting there untouched. You'd have to keep a close eye on them.

2. Root? Only if you want tickets completed :) While some don't need any access at all, you have to admit, root access is the only way to get some things done.
eg:
Q: pointed domain doesn't work
A: edit httpd.conf and move the server alias to the correct entry.

3. name, domain name, and userrname. That's all anyone should need to fix any problem. Billing is something I wouldn't let anyone beside the core staff and the billing processor deal with - too important.

Greg Moore