First, I have had really good luck with IX for both hosting and tech support.
I do have a suggestion that, while it may not be simple to implement, will do wonders to improving your "face to the hosting customers."

-- Implement a server status page that constantly monitors when servers AND SERVICES (such as HTTP) are down.
It will help me because:
1. You can couple the page to the current status blog so that I can go to the blog to see when my ailing server will be back up.
2. You will get a heads up and let me know (via the server status page) before I do, so I won't have to submit a ticket for a down server five or more hours after it happened.

Thanks!