[gibba999]

My experience is that one-off human costs tend to be extreme for exceptions at big organizations.

Handling exceptions might require a business day or two of admin time just to handle the baseline exception. Multiply 16 hours by salary, and you're at big bucks.

Plus, you need processes for oversight. That costs /a lot/ more. Ownership sounds great on paper -- where any support rep can grant an exception -- but in practice, that gradually leads to a culture of abuse. It starts little, and once that's part of the culture, increases over time.