The customer support team has helped me with many issues that were related to backups not being restored properly or in some cases restoring from file vault when we had made changes which caused problems after restoration was attempted (sometimes). I can't think of any downsides at this time but would like them available during non business hours if required as they tend to be quite busy once work day begins! It's difficult getting answers/help over email so always call their help line first - it makes life easier than having another ticket open whilst waiting days /weeks sometimes before you actually get assistance again through emails etc.. I like that it's easy to use and you can set the passcode to what ever length you want. You cannot have 2 different sets of pass codes so if one is compromised your secure. If you are using the same password often then this product would be great to add another layer of security to. It did not take long to get used to how it works and you don't really need an IT professional to set up File Vault. It has helped me keep my data safe when working from home.