Great article on charges for technical support ("Pick Right, and Service Is Free"), and I agree with you. If the major players didn't charge for the software or support, we would struggle kicking them out of accounts.
We have been doing this for 20 years, and we finally are seeing a relatively large movement because times are tighter on budgets.
The ground is moving, but the major players would be broke if they changed their model; someone has to pay for all the people.
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