I'm sure you've all had something similar happen.
Someone who you know -- either a former colleague or a former employee for a customer -- goes to a new company using MAS90.
They want to ""use your"" company solely for the ROR -- since Sage aligns them with a partner.
On the surface this is great. You think about the annual recurring fee you get from renewals.
However what I've found is that this company who is just ROR'ing to you feels a sense of entitlement.
It's not always for support -- typically it's for things like navigating the confusing Sage landscape to find out who to talk to. In many cases they want quotes or pricing or assistance with finding a developer or feedback on enhancements they're considering.
All for free -- or at least not as them being part of YOUR support plan.
Many of these companies take out Gold Sage support -- then just park themselves with you and call or email for all manner of second opinions.
However the little lightbulb increasingly is going off in my brain -- that this usually is not a profitable arrangement since we have to devote considerable resources to gaining knowledge to make these recommendations, navigate the share infested Sage waters, know the reputable developers, deal with the inquiry about why an enhancement isn't ready....
It literally seems to go on and on.
The old ""we just want to ROR"" to you -- is now more of a fallacy. If I was truthful with myself these relationships really become ""we just want to pick your brain for free"".
I've had customers in the past who play a variation of the game. Usually these customers take out a support plan with us - but they want to have TONS of on-site meetings (aka brain picking) at no cost in the guise of learning about upgrades, etc. Then they have new management come in (red flag) wanting to know why none of these prior ideas and upgrades were ever implemented, etc.
Years and years ago we left the era of where you could pick up a phone to call any professional (doctor, lawyer) for free advice. Yet in many case VARS such as myself still get sucked into this model of welcoming all with open arms...