I largely agree with you. The challenges with this largely fall on the business side. I've once worked at a place where a customer agreement was structured in such a way that tied up our development and QA resources for resolving issues for them that weren't due to a fault on our product. For a small company of ~10 developers, we spend an awful amount of time tying up resources on tracking down issues that ended up being bugs in their own software; they just happen to discover them while using our product. And we really didn't get all that much money from them, either. It's not uncommon for a small startup to tie themselves up with a poor customer agreement for the sake of name recognition or misplaced hope in the agreement opening doors down the road.