which quite likely mean the software sales agreement is accompanied by a professional services contract, too I'm currently doing an enterprise SaaS startup, an

which quite likely mean the software sales agreement is accompanied by a professional services contract, too I'm currently doing an enterprise SaaS startup, and we have a split-pricing model for that reason. The actual SaaS part has standardized pricing, which we don't change. The professional services part is completely custom for each company. For the most part, we'll do whatever kind of arrangement is needed, from nearly no help at all, to white glove, onsite help, training, ongoing support, etc, with costs to match. It's just part of life when you're selling to the enterprise, for all of the reasons the GP mentioned. The rewards are worth it though. :)