No alignment with actual work hours
The biggest thing missing for me was support availability that matched my actual working hours. I once needed urgent help late evening and tried calling their telephonic support several times but kept getting voicemail or delays with no callback. This was a real problem because waiting overnight for a reply disrupted my workflow. While during normal hours the support was decent enough and the automatic updates addressed many bugs, the hours didn’t fit with when I actually work remotely. The onboarding and training were somewhat patchy in terms of timing too, with sessions scheduled at times that were inconvenient. Although the invoicing and payment process was smooth and well explained, that didn’t help much when I needed real-time assistance outside their stated support window. So overall, I felt the communication and live support didn’t really cater to my time zone or working patterns, which was disappointing since you'd assume remote workflows need flexible support hours. It just missed the mark on being accessible when I was actually active.