I’ve handled a number of moves from their service over the years. It’s never been because they were unhappy with their service or support. It’s always been because the user couldn’t afford it (and most of those because they had specific needs for a custom plugin or they had levels of traffic that pushed them into an expensive tier). They’ve got staff covering all of the time zones.
If you pay for their services you definitely get what you pay for.
And if you do want some feature added, your voice is louder if you’re a customer.