I'm really liking the tool itself, but customer support is one of the biggest things when I'm trying a new software. I've tried to submit a few support tickets with simple questions (because there's practically no documentation), but the live chat is never live (and doesn't seem to actually submit a support ticket like it's supposed to) and the support ticket function just glitches and never submits a ticket either.

If I can't get support, I lose some faith in the tool as a whole. It means if something does go wrong, I can't get actual support. As much as I like the tool, I can't get support, so that's a couple tacos in the trash, sadly.

That said, the tool itself has been great. It does seem to exclude bots, and it's much easier to navigate than Google Analytics or some of the other tools I've tried. I do wish there was some SEO analytics integrated, but overall, the tool itself is good.