Bad product + very deceptive and unfair billing I could not get the remote desktop to load on any device. Support did not respond for days so I requested a refund as per their TOS and it was not provided. Now I am being billed each month for a service that does not work. Very shady company. Beware and avoid.

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.