This is very true, particularly when dealing with large vendors. Unlike smaller companies, enterprise software vendors have large independent organizations. Sup

This is very true, particularly when dealing with large vendors. Unlike smaller companies, enterprise software vendors have large independent organizations. Support department often does not have direct access to developers and have to rely on published docs, etc. Support people also get measured according to their "performance" closing tickets. As a result, if you don't use standard methods to install the software, etc. they often have no clue and quick to wash their hands off the problem even when the problem is clearly nothing to do with how you installed the software. Never mind that you're probably paying significant amounts every year (15-25%) for support and maintenance ...