I've been a customer for 3 months now, and I'm quite pleased
For my needs, nothing much has required support tickets, but the tickets I did submit were answered quickly and without the "I'm talking to a wall" impression you get from some support channels.
I'm also liking this "semi-managed" (I believe Tony's words were on WebHostingTalk) service - not paying extra to have someone stare at my account all the time but at the same time get help and/or pointers to how to fix it myself (because learning is fun ) is exactly what I need.
Really, the only improvement I could see possible (beyond your in-development Control Panel that hopefully will have a less confusing UI and less "Engrish" spelling than LxAdmin, while still keep memory usage in mind) would be to offer more customisation when it comes to plans.
For instance, if I need more of one thing (be it RAM, space or bandwidth) my only choice is the next plan. It would be nice to be able to have customisable plans, so that customers could tailor their account to their requirements.
I understand this can be quite difficult (having to value the different things, for one), though...
All in all though, keep up the good work =D