"To spell it out, a organization that treated a one off request for a discount due to non-conventional circumstances is a company that shows attention to detail

"To spell it out, a organization that treated a one off request for a discount due to non-conventional circumstances is a company that shows attention to detail, and a willingness to work with even the smallest purchaser to make them happy" To spell it out even more slowly than other people have above, developers who do one-offs with discounts are developers whose companies go out of business. It's not profitable and not scaleable. It's not a lack of maturity, it's maturity. If you are worried about your clients, then write a contract with vendors that specify an SLA for support requests. For enough money they should be happy to do this and it's a very reasonable request.