Customer service and cloud computing

Cnet published an interesting article by James Urquhart entitled "Customer service and cloud computing" yesterday. The article is a wake-up-call for many in the emerging Cloud computing market.
Customer service should be at the heart of any organisation actually wanting to help their customers achieve their goals, but James suggests this isn't being implemented widely in the Cloud Computing market yet.
James goes on to provide a "wish list" of customer service options which are well worth a read no matter what industry you are in.
What do you think makes good customer service?