That's a good part of it, yes. Without a service of process address, how can anyone be certain this is a legitimate company? It has little to do with customer

That's a good part of it, yes. Without a service of process address, how can anyone be certain this is a legitimate company? It has little to do with customer support, and everything with being able to feel like you're dealing with a real company and not someone who does this part time from his/her basement. Especially for services like this one where liability is an issue.