An overall feedback experience
This is overall feedback from someone who has one job (corporate) and another (one man business). I have had issues with exchange email in both environments. Corporate issue involved losing pst files and it took months to partially restore and my own took an entire month of no email to resolve.
Both cases reflect over complication of the service so that extensive training is needed to allow functionality. My one man personal business issue was that the new office 365 interface has issues that were known to Microsoft and were not acknowledged for an entire month of my reporting issues.
My final contact who resolved my issue gave excellent service but really... A month to resolve it? And it wasn't my fault?
So... Verdict is that you are providing a complex service to people who need relative simplicity. Not everyone has an IT employee in the background. Please bear this in mind!