I'm glad to help.
Shopsite has a large user base. Oddly (I think) Shopsite's highly active forum is on a Newsgroup, forum.shopsite .
Many users host with Lexiconn or Pair. Shopsite itself offers almost no customer support; I've never spoken or emailed them! You can buy the license, or rent as we do. The program is available in three levels of features and cost.
With Shopsite, certain partner/hosts provide all the support. Lexiconn is fabulous with knowledgeable telephone support during normal hours and fast email support 24/7.
Neither Shopsite nor Lexiconn provides design support. About 20 small firms around the company are certified to build sites if you need that. We used a free lancer to build our first "custom template" to give our site a totally custom look. After that, I've done everything myself.
Lexiconn has had some minor problems over the past two months. Total downtime just a few hours.
Several excellent third party add-ons are available for SS including the Stoneedge Order Processing software which we should use, but don't, yet. An outboard stats program is almost a necessity; we use Urchin.
You can't beat the Shopsite/Lexiconn/Stoneedge combination for hand-holding and reliability. Shopsite doesn't represent themselves to be an ultra high end enterprise cart. They're just a notch down from that.
(I don't work for any of them. I'm not an affiliate either)