Do you outsource your support?

Does anyone outsource their hosting support? Whether it's phone or live chat systems. If so, how has this improved your business as a whole? What are your views on "outsourcing" in general, good/bad thing?

I think outsourcing is generally bad, i have rang up companies before to complain/enquire and i'm offen stuck talking to someone who i can barely understand with minimal knowledge of the issue at hand. The best way to get anything done in life is to cut out the middle man and go direct to the top, thats what i do!