We have several VPS with these guys both XEN and OpenVZ. They are priced very well but we often have our VPS down.
Dealing with support makes me nervous to say the least.
Lately the response times just to answer tickets is approx 4hours. On some occasions its 12hours. Quality of support is poor. It usually starts off by requesting you send traceroutes and pings from 3 locations or more as you must provide evidence that there is a problem.
I use Pingdom and Monitis for monitoring, so I send them the results, a typical response is "I can ping your VPS and it is working", sort of suggesting there was nothing wrong with it. When you ask for more information about what the problem may be, you start getting responses with attitude thrown in for free. They might as well say its working now piss off !
I find the support experience very unpleasant. I think their support staff get a kick out of knowing they have full control and the upper hand of your VPS and making you wait hours just to acknowledge a problem.
They also close tickets when they feel the problem is resolved, not by making sure with you the customer the problem is resolved.
The performance of the VPS is very average to below average. We got a XEN VPS as we were advised that it performs much better than their OpenVZ products. Disk IO wait typically idles at 15-30% 80% of the time and is greater than 70%, 20% of the time.
Unfortunately, we signed up for 12months on our VPS's and there are no provisions to get your money back.
I believe their marketing grossly over states the performance of their VPS and Network. In the last 6 months each VPS has experienced over 48 hours outage so uptime is less than 99% and much less than their 99.999% target and 99.5% guarantee.
They are not the World Leader and there much better smaller providers out there that offer much more reliable VPS's and superior support, Ramnode, BuyVM and SecureDragon to name three.
Enough said.