[happyfeet]

Good point. My thought is that, the $5 budget apps are actually paid for by the person using it whereas the big budget items (say $2000 software) are paid for (or negotiated) by the indirect purchasing departments. The end users don't actually pay it themselves which could also be part of the psychology as to why they aren't so 'demanding' so to say.

[tintin]

True, but there is another thing. With big deals you normally define support very clear in the contract. With smaller deals companies don't feel the urge to do this.

But it's very simple to say: "This product is cheap because it lacks quick response times for support". Most customers won't have a problem with that.