Recently re-read this paper from 2000. Surprised that I still see so little of this 18 years on.
This may be so, but I’m not sure who’s telling most companies. Archaic models of support built around rigid SLA’s still prevail.
This is one of the hardest lessons to learn in business. Clients typically will want everything they can get, as I would totally expect and do when I am the client. Sometimes, however, no is the correct answer.