Comment by tptacek

You have to pay extra to get 12- (or 4-) hour support SLAs and SSO access because if you didn't, the entry level of the product would cost integer multiples more. The people that want those product features --- regardless of how much they cost (support: a fortune; a SOC-2 report: zero) --- subsidize the people who don't. If it helps: just look at the "bells-and-whistles" package with SSO and an SLA as the true price of the product. Nothing in technology is really cost-based pricing to begin with.