In General they have a diverse and good skill set. They also have a great relationship with Microsoft that helps get more serious issues solved. Review collected by and hosted on G2.com.
When they bill for things that seem insubstantial or not warranted. Examples - Assigning a ticket creates a charge of $50.00 or more. This frustrates the client as it is seen as unwarranted. It also reflects poorly on their skill in that this is not an automated process. The team is selected by the user when setting up the ticket and it would be easy to create an automation for this. Another example is their "Review" charges anytime development is involved. This occurs even when they are just sending an update. Review collected by and hosted on G2.com.