My experience is similar. I look at it a lot like insurance policies. For instance, my company once had a service contract with a software company that cost abo

My experience is similar. I look at it a lot like insurance policies. For instance, my company once had a service contract with a software company that cost about a million a year. One time I audited that service contract, and found that they'd used it exactly ONCE the entire. A million dollar phone call. But they're not going to cancel the contract, because they want the support in case they need it.