If that's the case, then they should set up a self-serve portal that these small-time customers can use to buy service if they are too small to warrant talking to an actual human.

But I don't understand why he had to talk to enterprise sales at all if he was already a paying customer, why couldn't he just check a check-box for "High JSON file transfer" and pay an extra fee, then sales could contact him at their leisure to discuss an enterprise contract that might save him money (and they can upsell him on more vendor-lockin services that he'd get with that enterprise contract)