Talk to me ... support ...

Somehow it initially happened that all my professional activities were directly related to the service. CNC machines, telecommunications equipment, computers ... and hosting.
I do not know whether the reader agrees with me or not, but hosting is a set of services, including perhaps the whole range of the disciplines I have listed.
Even numerical control machines in the modern world are nothing but a component of the unified infosphere (the word is not mine, it is (c) Dan Simmons, Hyperion).

But the essence is not in words.

I was interested in the very principle of forming a service, which is a direct companion to any service - user support, including technical support.
')
And since we are on a hosting blog, I want to talk about support - as I once put it, eyes, ears and lips of any hosting, as well as about those who have to periodically look and talk to these bodies, and also from them hear the answers, desired or not.

But the article will not. There will be more client-oriented discussion, since I really want to hear exactly the opinion of the client part of the local population ... :)
But the representatives of the services themselves will not be ignored either.

I'll start with a simple ...
How long can a customer wait until a customer service representative answers him?
What should answer support? Immediately give a solution to the client's problem? And if not, should he report to the client on the progress of solving his problem.
Or at first it is enough to let the client know that his problem is being solved.

Is a human approach appropriate in such cases, or is it rather dry technical language, or even formal address?

Thanks in advance for the constructive comments.