This makes a lot more sense when the company and contracts involved are big enough that you don't /have/ to bill because a support or customer liaison / require

This makes a lot more sense when the company and contracts involved are big enough that you don't /have/ to bill because a support or customer liaison / requirements solicitor gets included as a full time position as part of the contract. The implication also being that they act as the filter that's often missing on such "low cost" communications.