Article was a little unclear, if you're going to talk about the importance of Toll Free numbers then at least explain to us how to get one

I'm confuesed, do you personally man the line 24/7 or does someone else do it for you? If so, are they being paid or is this part of the toll fee package?

It seems to me like just another expense (especially for smaller hosts), what's wrong with the good old e-mail? I hate live chat software, trouble tickets but e-mail.....as long as the support staff act promptly, thats my favourite means of communication.

I wouldn't be as comftable phoning up a host as i would e-mailing.