Though rarely, IT problems do arise. It is indeed a very frustrating experience when you are unable to contact the right person who can help you under such circumstances. Some companies have an exclusive telephone line, meant for this purpose only with somebody available at all times to receive your calls, others have an arrangement of providing online support, and there are others offering an email address going directly to support system.
Don’t hesitate to ask for discounts. You should expect discount, especially on signing a long contract. Spend time going through the entire terms and conditions, particularly those pertaining to the cancellation of the contract, plus the notice period. A notice period of one month suffices; be cautious if it exceeds that. This helps you to cancel the contract speedily, should find the services below the expected level.