Another update - 2 years later
I started using Neureal in february 2003. I'm still using them for some of my websites. Downtime has been minimal during these ~30 months. At perhaps two or three occasions, I've had some problems with MySQL but the issues have always been quickly resolved. I had some problems with the billing a few months ago - my credit card wasn't charged properly. I don't know if the issue was with my bank or their CC merchant, but I switched to another card and things are running smoothly again. Other than that, I've hardly been in touch with the support during these years. Everything is working, so I haven't really had the need to mail them.