Their system hasn't worked for days… Their system hasn't worked for days now. DAYS. No, it isn't partially working. No, it isn't glitchy. No, it isn't working AT ALL. NOT AT ALL!!!!!! Their "support" page on their website doesn't work (it won't allow you to submit a message). Their phone number directs you to their support email and doesn't direct you to a human. And I am a paying customer.

Mostly good experience resolving network issues. After some months of flawless use, I ran into an issue where my shell VM was unable to connect to the internet, which also meant that I was unable to use Remote Desktop to get to the dedicated IP for my VM. Good news: I did get response through the support/email channel - first attempt by Shells tech support to reset my network stack did not work, but subsequent attempt did. (I'm not sure why one worked and one didn't). So I am grateful. Bad news: That first attempt didn't work, and then it was another 15 hours or so until the second attempt was made, so I was offline for what seemed like a kind of long time. But glad to be back online now. Ongoing hope for improvement (and reason for 4 instead of 5 stars) - the support mechanism and channel for communication seems fragile and unreliable. I have other support issues (not nearly as important) that seem to languish, and the support queue is opaque from my end -- I can't see a list of open tickets and how they are assigned within the Shells organization -- all I get are emails - and some of the support entry points from Shells seem to work and some don't, and the support website itself seems to be down..... and I hear from Shells that they have responded to some support tickets (by email) where I haven't seen the response, and I have checked my spam folder, and nothing is there.... so when something goes really wrong, I always have a bit of a concern that I might not be able to get attention, and I can't know what is up. I haven't found a system status page..... so that entire support infrastructure could really use the improvement to get this service from 4 to 5 stars in my (very grateful) estimation!

Shady renewal and refund (beware) The service is OK, I suppose, but the renewal and refund policy are very shady. They do not disclose that it is a renewal system, then when you want to cancel even before the next period starts they do not refund.