A lot to respond to, I'll try. I'm measuring stuff that is actually happening, whatever it is (phone, email, error log, metrics, etc) and have to assign a cost

A lot to respond to, I'll try. I'm measuring stuff that is actually happening, whatever it is (phone, email, error log, metrics, etc) and have to assign a cost. I find that easier than guessing how long to discover the right answer to a (maybe) complex problem. For phone and email support it's easy, directly measurable cost. One would decide for them selves how to factor those intangibles (ie: confidence). Currently I do things like this-ish: - Phone and email at direct cost; but if the issue is a duplicate double cost. - Lost deal factor at 15% first year value - Logged errors at $10/first, $2/dupe - make values that match your company revenue/expense. We try to exit interview clients but generally have a good feel for it - ours is a pretty high touch relationship