We have used Access Controls for years and I think the service has gone down some. There are some areas that I have been trying to get help with for a year and it still hasn't gotten resolved. It becomes very frustrating when you have to keep going back over the same thing.
Overall they do eventually get issues resolved and do most of the time try to save money for the customers but I do wish resolution would come sooner not later. It appears there is not enough help to keep up with customer's needs.