I love that this service is so easy to use; it has all of my favorite features at an affordable price! It's simple enough to get started with but if you are looking to make changes or just want more control over your website - they have several levels available from free trial options up through premium services like managed WordPress support/hosted sites.
The customer service can be hit-or miss depending on what time someone answers (I've had good luck in after hours). Our site was down once because their network went offline during our peak traffic times. We were able to resolve within minutes though by contacting them via chat which allowed us access back into our account without having to wait until morning when staff would typically answer phone calls around then anyways.