Web Hosting features' that should always be standard.

There are some features I think that should be included in any hosting plan and would be surprised to not find. For example- Availability of Backup. User friendly support website.

To start a discussion we can think of a real time support where we don't need to call on toll free numbers or open support ticket every time. Just launch a video available on support website and get your queries resolved. Is it ok not to offer real time support these days, and if not, then is it still a selling and advertising point?