Many things have changed since WHSR shifted out. Various new features were added as technology advances, the company is funded by a large group of investors including Automattic (the folks behind WordPress.com), and many bloggers and WP experts regard them as one of the best managed WordPress hosting (there were also some who go against them, more about that later).
According to WP Engine, it offers numerous support engineers per customer, and each one has years of WordPress experience. The CMS offers support via customer service software Zendesk by WordPress experts. Most tickets are answered within 30 minutes to get you back up online. The Business Package, which many companies opt for, includes phone support and the opt-in for a dedicated account manager to provide familiarity with the same person who can answer questions.