The price was very competitive as compared with other companies in our industry sector who were quoting us for much more expensive rates than what we are paying now! They have been extremely helpful when it comes time to sign up clients - I think they're pretty great about sending out regular reminders so you don't forget your account exists (which can be hard if there's no one working specifically for client acquisition).
Not enough hours per day during busy times; however this could just mean needing them less frequently rather than fewer available staff overall. For example, sometimes an hour isn't needed but two would go by before someone calls me back or responds via email.