The only thing I care about here is what it said on the paper you signed up front and how carefully you analyzed it.
I learned this lesson when making a $XM multi-year contract with AWS. They said "customer will be signed up for enterprise support", which we read as "customer gets enterprise support for free". Then we started getting bills for enterprise support ($1K/month). The contract said that, but was a bit vague; it was totally on us to ask for clarification up front.
I learned this lesson when making a $XM multi-year contract with AWS. They said "customer will be signed up for enterprise support", which we read as "customer gets enterprise support for free". Then we started getting bills for enterprise support ($1K/month). The contract said that, but was a bit vague; it was totally on us to ask for clarification up front.