[tallanvor]

In my experience (supporting 3 very different types of products with 3 very different companies), the amount of money a customer pays is somewhat inversely proportional to how demanding they are.

My guess is that companies that pay more for software also tend to hire people to manage and provide tier-1 support for the applications they use. They also tend to take more time making purchases and thus better understand the capabilities and limitations of the software.

That's not to say that large customers (or customers that have paid more money) can't be demanding, but they're usually more understanding and less likely to be unreasonable when they contact us, and have more reasonable expectations around resolution times.