My experience as well. They have the initial assumption that you're inexperienced (as is common in level 1 support and as I'm pretty sure they do for a good rea

My experience as well. They have the initial assumption that you're inexperienced (as is common in level 1 support and as I'm pretty sure they do for a good reason), but they are great at escalating, you don't have to ask them. And when an issue is escalated to engineers, you often get to talk to the founders and they are always happy to investigate in depth or explain, in detail, why things are they way they are or how they plan to address it. I actually appreciate that they always give honest, straight, no BS answers and while FM is certainly not perfect, the support I got through the years is a large part of why I recently moved off my grandfathered plan to multiple (business/personal separation) more expensive plans.