I a the TC2800IR and TC2800SR. They are definately very solid servers. Especially the TC2800SR superb performance for website with heavy database. I also have SM servers, and so far since Nov 2003, they have not had any problems or downtime for me (at least) or the uplink router that my servers were connected to.
Frankly, I have no issues with support even when I had SM servers. What most users need to understand is that SM/TP main focus is to ensure you have a solid network, and some managed services (such as OS updated services upon request, monitoring services, administrative time etc depending on managed package).
Most people that complain too much is because they open ticket which often involves work besides such offered services, often not-very-urgent, but expect it to be done ASAP. Or that it is very specific issues which need time to debug. But because SM/TP are so accomodating that they do help you as much as they can. But in any cases, they will get urgent services such as reboot, DNS setup, or fixing any issues relating to server problems etc much faster.
Others non-urgent issues might take a little longer (ie setup of monitoring services etc). But to me non-urgent can take a week or even a month it does not matter to me as long as urgent are dealt with ASAP. Anyhow, my experience is that I get very prompt and excellent services from them within reasonable timeframe. And I always work with the techs to get as much information and do my own research in the issues. This aided in extremely prompt resolution to issues I had. And to me the most important is that if you have urgent issues, it is just a phone call away (even though I am not in USA).
So often those which complaint often is because they expect too much for the price they pay (ie paying <$150 expecting services provided for >$500 worth). SM/TP main selling point is excellent and reliable network. To me this is most important. If you want better support, pay for higher management.
" In this world, you pay 1 dollar you get 1 dollar quality. "
I have been with The Planet for nearly two months. The start was a bit rough as it took them a while to get my server setup. But since it was setup they have been amazing. No downtime yet and the server speeds are incredible http://neo3media.com/test.rar
Support is great too, a tech tried installing a firewall, that locked us out of remote desktop, so I called The Planet. No waiting, a tech answered right away. I told him the problem and he said hold on. Put me on hold, 3 min he came back and said. "Alright all fixed, I enabled the remote desktop ports".
This to me is very impressive.
They have been good, the server quality is amazing. Overall, I would go with them if I were you. I'm ready to order 3 more servers next month, so we'll see how those go