It's very easy to use for new users as it has an intuitive interface that is clear even when you have little knowledge of Linux or servers in general! The support team can be quite slow at times but they do respond quickly so I would give them some time before giving up hope - maybe try again later? We are using this software mainly because we needed something relatively cheap/easy-to-use (i'm not really sure why i said "cheap"!) with decent performance compared to other products out there such as Carbonite Online Backup Service which was too expensive ($20 per month) & didn't perform nearly well enough considering our needs.