this post was submitted on 05 Sep 2023
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While a 3 year service contract was clearly overkill, your estimate of 1 hour is ridiculously tiny. Nothing of any worth can be audited with a 1 hour phone call.
Not true at all.
It's just a bad idea. You need to have a minimum contracted price.
There's plenty of "$0.10 for the screw $1m for knowing that's the solution" stories.
In this case, by "audit" it was more of a metaphorical "here is our setup, do we plug this into slot A or B, we don't want to read the 300 page manual", so 1 hour was literally all it needed
Spoiler: I ended up reading the 300 page manual, it took a week. That was 3 years ago and we have never touched it since