The expectation of a client who has forked out $K's for a tailor-made, customised installation is going to be far greater (rightly or wrongly?) than that of one who has paid a $100 to download something off the web......Agreed, and it could be a major problem if you try to treat one customer like the other.
"... They ne'er cared for us
yet: suffer us to famish, and their store-houses
crammed with grain; make edicts for usury, to
support usurers; repeal daily any wholesome act
established against the rich, and provide more
piercing statutes daily, to chain up and restrain
the poor. If the wars eat us not up, they will; and
there's all the love they bear us."
-- Shakespeare: Coriolanus, Act 1, scene 1
