They need to do something..
We've been with Rackspace for about 12 years.
They host our critical web infrastructure.
Over the last 3 or 4 years the support had just got worse and worse. Particularly around the NetSec stuff (firewalls, load balancers, IDS etc)
The London datacentre (LON) shed a load of the experienced techs as management pushed the support East.
I've had a couple of recent zoom calls with the newer NetSec teams where I'm correcting their iRule scripts/pointing out something they've missed, and basically helping them to sort out issues that we're paying them for.
Patience is wearing thin, I suspect we will be moving away from them once contact renewals hove into view - they just aren't good enough any more :(