Support was less helpful than I expected
I was surprised at how unresponsive the telephonic support was whenever I ran into issues. I expected more clear guidance on the software and database but instead found the responses vague and at times contradictory. It felt like the person on the call wasn’t fully aware of the tools, which was frustrating when I was trying to quickly fix a problem during my workflow. The communication was often slow, and I had to call multiple times just to get updates about my queries. While I admit the automated updates were a nice feature and seemed to keep the software current, they didn’t really compensate for the poor support experience. The billing and payment process went fairly smoothly but that was a given since it’s mostly automated. Overall I guess the biggest surprise was the quality of support, as I had expected more knowledgeable help available, which was not the case. It made me hesitate about continuing with the software despite some features working fine.