I like that it gives you options, such as how much time is spent per call (usually between 15 minutes - half hour). If your problem can be solved within those limits its great! But if not they will escalate which means more money outta my pocket hahaha but thats ok when u get what ur paying fo right? The techs are always friendly & helpful!! U know who i am talking about lol. Sometimes issues go unresolved after contacting them multiple times or calling different departments/techies etc., so this could work better but all good tho =).