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they were bit pricey last I checked but it seems lower now ... I always saw that Mor H. on live chat and Skype ... So not sure about Personal Support Agent ...
Funny enough that was also the only agent I ever saw on live chat but perhaps this is the sales guy^^
As I never had any service with them so I can't really comment on after sales support.
cmiiw: from what I remember, morhsn(?) is/was the founder or owner; it was originally an "offshore illegal private server host" for maplestory or crap like that at the start, but it seems to have mostly gone legitimate