Both.  Customer support is good.  The hardest part was me setting up how I wanted the folder structure to be.  There are standard items and then you can customize.  For example, I created (automatically for each client) a Permanent File folder.  I created another folder for client uploads only.  The rest I had them set to downloads only.  The less the client can screw around with, the less errors that happen.  I do not use their ProSeries missing docs app.  Too much hassle and too much confusion.