Even if they are in the right, I think they will have a tough time getting their name cleared. Furthermore, after reading the thread and more so with ISTACIA's response language, this is one company I WOULD saty away from.
They simply don't have their support planned. If I were low on support staff etc, I would go with exclussive online support system (BTW the ticket help system at
www.matrixreseller.com is just great), cutting back on voiz support which can be heavy on the costs.
In fact, from an operational point of view, it even provides for excellent tracking of complaints/issues and you cannot have superiors coming and claiming they were not aware.
Looks like I am side tracking here already so, the conclussion, I think ISTANCIA is overselling something which will be difficult to deliver.