I had the opposite experience. I used them for years and received prompt support, even getting direct to a sysadmin over the phone. I also regularly received up to 50% off their advertised prices just by doing a little negotiating.
Of course I say all this as an AWS customer, as the value flexibility far outweighed the value of support to me. Also, the last time I checked, You had to go through a standard server ordering form process to get a cloud server up and running.
When I explored using SL a year ago, you could already use their API to provision cloud servers. It took quite a bit more time than EC2 (10 minutes?) to have the server provisioned and running (back then) though.
Of course I say all this as an AWS customer, as the value flexibility far outweighed the value of support to me. Also, the last time I checked, You had to go through a standard server ordering form process to get a cloud server up and running.