the key differentiator is whether your business is aiming to provide a quality service, or is desperate to eek out as much profit as possible.

my example: A&A — uk internet service provider.

costs like twice as much as a normal service per month. but if i have a super technical query im on the phone with a fully fledged engineer in about 2 minutes flat. the kind of engineer that can discuss complex dns issues. i’ve had one help me debug a dns issue from a work site. it turned out quite quickly it was nothing to do with them but he hung around on the phone for 10 minutes anyway.

the first support person i ever spoke to was michael from wales. if i had to call up he was the first voice i would hear for years. he recently moved on and i was sad. we’d have a decent chat. big up michael from wales.

so, as it applies to at least one existing business — you are dead wrong. it might be twice as expensive as the people trying to maximise their profit margins, but it’s definitely not 10x more.