Just drop the features, priority support with SLA are really what they are looking for on critical pieces. Note that you can have a one week (or more) lead tim

Just drop the features, priority support with SLA are really what they are looking for on critical pieces. Note that you can have a one week (or more) lead time for support requests: the timing doesn't matter, you only need a maximum window so they can share visibility and socialize issues like this: "ticket opened with vendor, next update in one week".