I gave it a 3. (I'm mainly playing EE right now). It seems that the customer support does not take any extra steps in helping customers, only giving the absolute bare bones answers, without giving further advice or assistance. The GSes, who seem to be our connection to the GMs, are inactive - I have most on my buddy list, so I can check. It could be that they have different time zones, but if that's the case then I'd suggest hiring volunteers in different time zones.
I haven't received a good or bad impression from Aeria's service.