Ok, let's use your numbers. 0.1% of days is one service call every 3 years on average, seems reasonable but 10 min may be a bit low. So lets double it. 20 min

Ok, let's use your numbers. 0.1% of days is one service call every 3 years on average, seems reasonable but 10 min may be a bit low. So lets double it. 20 min of a fully loaded 50k employee is about 8 dollars to the company. Or about 2% of a $10 subscription. And that's when I've been pretty generous. Margins may be so tight this isn't possible, sure; but it isn't obvious. Also note is is hugely higher level of service that what is currently offered, surely there is an in between that is affordable? Or did I miss something with this back-of-envelope?