[MollyR]

I'm running into this with a client.

They want a friendly easy way to manage a complex case management system, but they don't understand how some of interconnected relationships work between the data they want. So trying to cross that chasm, of explaining what they actually want implies for the data has been miserable. Somethings just aren't simple :(

[bikamonki]

Maybe this will help: always charge a monthly SLA b/c systems are not like a haircut that you sell and forget about it, systems are alive monsters. When clients complain about the SLA use this story: You: Do you own a car a pay insurance? Client: Yes (most likely answer) You: Do you use the insurance? Client: No (if client answers yes they are conceding the point in advance!) You: But you pay for it regardless just in case you need it. Same deal with SLA contracts. Cars break, systems break.