If you ever get asked a question phrased this way by someone not in the software industry you should probably not respond by saying "Hmm, technically they don't

If you ever get asked a question phrased this way by someone not in the software industry you should probably not respond by saying "Hmm, technically they don't 'get' anything, well OK technically they GET lots of things, but the software is actually physically only on our servers and provided to them on a software as a service model, which means..." When people not in the software industry talk about downloading Gmail just smile and nod -- you don't understand their job, either Ummm, maybe. I understand that you are paraphrasing and the actual conversation was probably more definitive, but the question as you phrased it may have actually been, "So if you go out of business the people will still actually have what they bought, right? We're not going to get a lot of angry customers wanting charge-backs...."