but were they fully cognisant of this being a discriminatory practice?

We used them briefly. They were not good… I guess some stuff was manageable, but most of the time, it was done wrong, and the language barrier caused further issues, which just led us back to the main guy who oversaw the account. The final straw was a few years ago around Christmas they got hit with crypto and had to disconnect for a few days. Thankfully, we were very addiment that we did not want to use their agent on our PC’s due to reasons like this, so we did not suffer and just shut down the tunnel we had with them. Still, we had a few days of work just making sure everything was ok and spot checking things before we felt comfortable.