Tech support isn't too difficult to reach. It's a 30 min wait over the phone but thy aren't the best support. On my last call they sooner blamed the ecu than their tool which we all know not to be the case about 99% of the time. . Submitting a data log may get answered but that takes weeks to months.
Overall, if it works it usually works well and does what I ask. I've noticed that half the time I'm having issues it's because it's a different vehicle and I have no experience with it and expect more information or functions than the car is designed to give.
I've been able to fix some pretty complicated issues because of this tool that previously I wouldn't be able to.