The support team is great, they are always available to help you with anything that your stuck at! They will walk through every step of what has been done so far as well give advice for future improvements in development process or coding practices etc..
I have not found any downsides about this service yet but if i were given one it would be their website/website design being too busy which can make finding things difficult sometimes - there should maybe just focus more attention towards improving user experience by simplifying navigation options? Asking developers questions when working together helps me understand how my code works better than doing all work myself (which also saves time).