That could be user error though

I'm sure it could also be a rogue cat hair or user-error

I had a user error after working hours and emailed their support a question

When I have had any problems at all (always user error), they have been quick and friendly

Even though the problem was user error of the 'did you turn it off and on again' variety, the support rep still helped me through fixing the problem and said to call back if I needed any further help