I'm essentially looking for a VPS provider closest to the reliability/price/performance of Hetzner but with US-based 24/7 excellent customer service.
I threw out some detailed questions to Hetzner and found although they have US Data Centers, they do not maintain the same size support staff 24/7. So due to some of the staff being on Europe business-hours the support response time may vary depending on time of day. I need it to be the same at 3am as it is at 3pm.
By good customer service I mean the hosting company has what I call "throw you a bone" support 24/7 where for example you are having trouble identifying the cause of technical low-level server/OS or network based issue and one of their techs will quickly (within 20 min) check it out for you to help determine the cause, at 1am in the morning. Then you can proceed with your own sys admin work utilizing their additional input or if it's a hardware or network issue, they can take immediate action themselves.
That's good to know as I've never run into that level of failure without the provider migrating the instance without me requesting. But I'd say 1-4 times a year I might have an urgent technical issue like a network slowdown issue or a sudden runaway disk space usage issue that I'm having trouble pinpointing the cause and with company's I've used like Vultr and Ramnode, they responded at all times of day to my ticket within 15 minutes and helped me pinpoint the issue and if it was their responsibility quickly take action. I'd like to get a little bit more bang for the buck on specs though than Vultr or Ramnode without sacrificing support level.
Granted I never use phone support but any hosting provider that doesn't offer 24/7 phone support gives me pause and Hetzner doesn't offer 24/7 phone support so obviously their staff is reduced outside European Business hours.