[markatto]

I had very mixed experiences as a customer in ~2009 - it was definitely possible to get through to someone very competent, but it was pretty difficult. We were trying to use their "cloud" VPS offerings (I believe it was openstack-based, and I liked the idea of supporting something more open than AWS), which were extremely buggy (for example, we had to default-retry every api operation multiple times in scripts because pretty much every type of call failed 40% of the time.) I generally had better success getting information about outages by reaching out employees I knew on freenode than I did through official support channels.