Should we negotiate the support tier or take the default?

At $10M+ GMV, the premium support tier (named CSM, 4-hour response SLA, escalation path, quarterly business reviews) is almost always positive ROI. The cost of a single 24-hour payout outage at this scale exceeds 12 months of premium support uplift. Premium tier costs $500 to $2,000 per month uplift; a single distributor payout incident lasting longer than expected costs more in distributor trust and support tickets than the entire annual premium. Negotiate the price, not the tier. CloudMLM Software's premium tier starts at the Pro plan; Business MLM Software includes named CSM at all tiers. Both are reasonable defaults for executive buyers.