Been there. At one point we made a pretty spiffy network appliance that included free support. (On the theory that it was also rock solid, so there wouldn't be

Been there. At one point we made a pretty spiffy network appliance that included free support. (On the theory that it was also rock solid, so there wouldn't be any.) Cisco would charge you out the nose for support. We got a lot of experience helping a multibillion dollar customer out with their Cisco routers once they figured out that if part of their network was so broken even our devices wouldn't perform well, we would come in and support them.