The Support techs at loadbalancer.org were incredibly helpful in assisting with a production-cluster upgrade (we were several versions behind), including 1) asking for my timeframe so it was on their schedule as well, 2) asking for a copy of the current configuration, 3) going over it and detailing what they found, and 4) suggesting a step-by-step process tailored to my setup, including advice on what to do if I saw a certain condition during the upgrade. Of course the upgrade went without a hitch. I followed-up with 1-2 questions, which they handled promptly. I will say that I have not had to use them in an emergency scenario and I'm technically savvy enough to do most actions myself - but if I have any need to clarify something, I do not hesitate to reach out, as they are knowledgeable about the product and and its' capabilities. That's important to know you have when you truly need it.