>We’ve been running flawlessly for 6 months, paying them $50/user to avoid handling it ourselves. if you open Excel and put some typical numbers into it (like

>We’ve been running flawlessly for 6 months, paying them $50/user to avoid handling it ourselves. if you open Excel and put some typical numbers into it (like commodity hardware cost, networks, electricity, data center mortgage, basic maintenance employees, 40% margin, etc...) you'd see that $50/user/month is just basic usage - timeslice to run provided software on provided hardware. There is no room in that number for a real person dealing with your specific issue. An elephant can't squeeze into a needle eye, even if he promised it to you in writing and accepted the money - just look at the elephant and at the needle with your own eyes.