1) The document discusses the importance of reliable customer support for web hosting companies, especially during busy shopping periods like Christmas when websites experience high traffic. 2) It notes that if a hosting company's website goes down on an important day due to issues, and there is no prompt support to resolve it, the business could lose customers and reputation. 3) While hosting companies claim to have experts available 24/7, the customer support agents handling issues may sometimes be inexperienced, leading to poor service and frustrations for clients. Reliable support is key to the success of both the hosting company and their customers' businesses.