The customer support team has been very helpful with our questions, responding quickly to emails as well as phone calls from my sales rep who was able to answer any of our concerns without hesitation! As for features being customizable we have found this not so much an issue but more something they are working towards improving upon. I would say it's best if you don't need all your product options available out-of-the box because customization can take awhile depending where you fall within their system (or lack thereof). We use softtetco primarily throughout Canada however there were some issues when trying to get certain products like inventory management which could be improved by having better integration into other systems such as Sage or Microsoft Dynamics ERP.