My site was installed by a Boonex Expert and I had an attack at HFW. HFW then regenerated the same report three times and took my site down all three times for the one incident. Each time they didn't contact me until I had sent them an email asking about my site being down. The second time it took them 10 hours to respond. The third time the report was about a script that was removed the first time and they blamed me for not responding. I actually did respond and had a dialogue with their support see more people. In the end they just said "Anyway its up again now is there anything else we can do for you?"
Once the honeymoon period is over everything changes.