The help technicians seem to be more knowledgeable than the average human you get while contacting chat support with Network Solutions, or Godaddy or other commodity hosting companies. I think that the guys who answer the tech support questions also do time in the server rooms formatting hard drives and installing operating systems.
If you are looking for WordPress Managed Hosting and you need that extra bit of help, I would suggest either getting WordFence, or using another host. But their Softalicous is loaded. They are trying to be proactive about script updates through Softalicious. If you have some experience and don't mind not being able to use chat support, or not being able to call in 24/7, then the text based trouble ticket support system is adequate. It's like going to a car mechanic though, try not to ask dumb questions and you probably won't get back dumb answers.
You can pay $40/month for 2 hours of expert support with them, which isn't bad. I have had one ex-client use that to unhack their WordPress site to bring it back from the grave.
Overall, not too bad. They have been in business from the beginning of the commercial net days so there you go.
I am just the website guy for several small business sites on Lunarpages, and I have not had too many problems with them. They seem alright. But then again I consider myself a tech myself ( as apposed to a user or an engineer )