They were incredible. In fact, so good that it was educational. Whenever we had a problem, I'd ask for full technical details and I'd come away with something. A big portion of my admittedly limited knowledge of sysadmin work came simply from working with their admins to fix problems that'd come up with growth.

That's not the case anymore and it's clear nobody gives a hoot. We are getting a DDoS a few months ago. Their solution: null route our server. Wanted DDoS mitigation options. They wanted me to speak to a sales rep, who insisted it wasn't a sales call, and refused to put their possible options in writing. As a rule, I only make decisions or open discussions if and only if I have something to discuss in writing. That never used to be a problem. Everything was transparent. It's become a nightmare driven by sales reps that want to "customise" a solution - the same kind of solution that they deployed a few years ago that worked for the exact same problem.