As a programmer who uses computers at work, home and when traveling having a an IDE that saves its state allows me to drop work on a dime and pick up where I left off. I like being able to transfer files between servers without having to download them first.
Customization of the interface is lacking. Only dark or light and a few color and font options. No syntax checking. Only limited to their virtual machine templates and no sudo access to install other services. When you close out or idle too long, your SSH connections are also closed. Every couple days or so I have an issue with saving a file where I have to refresh the page to resolve it, very minor but still an inconvenience. I have mentioned it to them, but it hasn't been fixed.
Great product for someone who needs a cloud IDE and needs to spin up a virtual machine to test or develop something quick. If you're wanting a bunch of customization, I would look elsewhere. I haven't needed to use their support, so not sure how quickly they can respond, but I haven't had any issues that weren't solved by refreshing the page.
Although we have a subscription, it has been cheaper than ordering licenses on our computers plus install time on new ones. Server issues are easy to SSH into without having to remember a password or have a key installed.