Re: What do you want in a forum?
Looks
The forum doesn't need to be pretty, but as a business it would be better to have something that looks as if a bit of thought and effort has been put into the place, rather than just use a default forum skin.
Speed
You're selling web hosting, if you have a slow support forum it's going to make your service look bad to potential customers.
Community
Well, most of the posters will be BOD customers so you can't do much to change things here.
Content
Content's going to be dictated by the need for this to be a support forum, so whatever will be important to someone with a hosting account at BOD.
Plus an off-topic thread. ;)
Features
Avatars, ranks and sigs are usually enough. They're usually the only things that posters gripe about if not present.
Karma and such things aren't much use unless the forum is fairly large. In which case you'd probably have to turn it off to save db queries anyway...
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