While a 3 year service contract was clearly overkill, your estimate of 1 hour is ridiculously tiny. Nothing of any worth can be audited with a 1 hour phone call.
In this case, by “audit” it was more of a metaphorical “here is our setup, do we plug this into slot A or B, we don’t want to read the 300 page manual”, so 1 hour was literally all it needed
Spoiler: I ended up reading the 300 page manual, it took a week. That was 3 years ago and we have never touched it since
While a 3 year service contract was clearly overkill, your estimate of 1 hour is ridiculously tiny. Nothing of any worth can be audited with a 1 hour phone call.
In this case, by “audit” it was more of a metaphorical “here is our setup, do we plug this into slot A or B, we don’t want to read the 300 page manual”, so 1 hour was literally all it needed
Spoiler: I ended up reading the 300 page manual, it took a week. That was 3 years ago and we have never touched it since