[pjmlp]

No, at least in enterprise consulting for these kind of hosting, usually there is a contact person on the support team that one can reach directly.

However these projects are measured in ways that make Oracle licenses rounding errors.

Which naturally creates market segmentation on who gets tier 1 treatment and everyone else.

[viraptor]

Once you're in a contract + TAM territory, pricing works very differently. Also, temporary experiments and usage overruns become an interesting experience where the company may just forget to bill you a few thousands $ just because nobody looked at the setup recently. Very different situation to a retail user getting unexpected extra usage.