Comment by skydhash

> An unreadable 100K loc program backed by 50K tests, guaranteeing behavior to the client requirements

Until the next set of needed changes due to exterior requirements. And this software is one of the pillar in the business. That is when you switch vendors if you were buying the service.

That is why support is always an essential part of B2B or even serious B2C. The world will change and you need to react to it, not just have the correct software now.