Product works great. Its everything else that leaves a lot to be deisred
The product itself is solid and does what it promises. Unfortunately, the same cannot be said for the account management, support, and renewal experience. Getting in touch with support is unnecessarily difficult. We found ourselves overspending. When renewal came around and we wanted to downgrade to a lower tier, we were told that per their MSA, changes had to be made 30 days before contract expiration — otherwise, we'd auto-renew at full retail pricing. No proactive heads-up from our account manager. No flexibility offered. When we pushed back and asked for a plan that fit our actual usage and budget, they refused to work with us. Instead, they informed us we would be invoiced for the full renewal amount and sent to collections if we didn't pay. For a company spending real money on software, this is not an acceptable way to treat customers. The product earns its stars — the vendor relationship costs them.