The ability for me as an individual user, not only being able solve any problem I have with my server but also other people who are using it can do so too! It's very helpful especially when you dont know how something works or even what your doing wrong - sometimes they don't make things easy enough :) Sometimes there has been downtime while working in production due timezone changes etc which may be confusing if its set up incorrectly (ie incorrect settings).
Other times errors will just keep coming back like crazy regardless whether we're correct!! So far this software isn;t really anything i dislike that much although at first glance looks quite complicated from screenshots/videos online :s.