The argument I'm trying to make is 1) protect olivier from the customers that would abuse the support and 2) make it so that the good customers (big and small) don't get raked over the coals. Which likely means a per-core cost (or per host* (really doesn't make sense)) and some sort of tiered support plans, like @bnrstnr 4 tickets a year or some such system. Which is highly effective, cost wise for everyone. Olivier won't get rapped by shitty customers, and customers can up their support level to "Please wipe my ass Tier" if they so choose.