The customer service is second to none - I have been dealing with several different individuals at various times over this process which has made things very smooth! They are also very flexible in terms of timeframes so there's never an issue getting what you want or when it needs doing.
As mentioned above, great support team but would like if more could be done from within their system rather than having to email them directly each step along way (which can take ages). This was used as part of our internal compliance audits however once that stage had finished it became redundant as we were able to use other tools internally anyway without needing to keep using Arachny.