> It's also the case that if something goes wrong the first question is often "do we have a contact at X?" and if you've gone through the "contact us" pricing dance, the answer is probably "yes"
If you pay for a product or service and when something goes wrong your only contact is some jerk in sales that means you fucked up bad. Support options and contacts should have been determined and documented long before you spend a single cent.
You usually end up introduced to one or more highish-level support and/or integration engineers as part of the sales process. If their sales folks don't volunteer to drag one or more into the conversation, they probably will if you ask.
