Currently, part time, I do support for a Minecraft server hosting company. It's not inheritently hard work - sure, it's got its days - but overall, it's fun work, something I do anyway, and something that allows me to make some cash on the side. It's also something that's fairly slowly sometimes - and a system thats pretty much on a case by case basis. One persons support might be completely different than another.
Have any of you thought about "outsourcing" your level 1/2, bukkit, modpack, etc, support to someone else? Billing and certain ticket queues would remain in house, of course, but some of the stuff seems like it could be easily offloaded, at a cost savings I'd think. Why try and pay a slew of your own techs, when you could pay a base rate and just let this 3rd party handle the techs.
I've seen this done in various places - most notably being various companies that handle GM/Tech Support for MMOs.
Just curious how others handle it or if anyones thought about it?