It's odd. I think of 'live chat' as cheap-o support manned by folks who likely can't fix anything, since that's been my experience. To the point that I won't use something for production if that's all they offer. The cheap guys offer a live support linke, often offline, and call it 2/47 support. Well, if that, the very inexpensive guys offer web-based tickets only. No phone, email, or live chat.

Rackspace has folks that know how to fix a complicated issue on RHEL stack at 3am, which is nice. And, unlike a cheap host who has an SLA that guarantees 100% uptime but only refunds you for time lost, Rackspace's SLA incentivizes them to fix things ASAP. Things like a dedicated box having a hardware failure will be restored in an hour and they credit you 5% of your monthly fee for every hour over that. Or 5% for each 30 minutes of downtime due to data center issues (power, network, HVAC, etc). And they do make good on it.