@MoiraGoggin, glad to clarify:
Reseller of Record Refusal: If we aren't aligned as the ROR, we will still service the account but only at a premium. We have had customers that aren't happy with their partner but our contacts don't have the authority to change the ROR based on some relationship between the owner and reseller.
Remote Access Refusal: If the customer cannot (or will not) provide/allow perpetual remote access, we will still service the account but only at a premium.
M&S Refusal: If the customer does not maintain an active agreement for their perpetually-licensed software with the vendor, we will still service the account but only at a premium. This will become less and less prevalent in a subscription world.
None of these issues make it impossible to service an account but each add a layer of complexity which make it more difficult to provide the level of service we expect to deliver. We assess a premium to discourage the refusal as much as we assess the premium to account for the obstacles each create.