That does indeed bite. In my career I have worked for more than one outfit that provided outsourced services. It was all about meeting the minimum SLA with the minimum amount of staff. The marketing people promised the world, sold the deal and we delivered on the exact contractual requirements. The Customer Representatives then spent the first year or so sucking up to the client, explaining that sales people's dog and pony glamour didn't map directly to the contract in effect, blah, blah, blah and salving over the inevitable problems that come with farming out something you're good at to a bunch of folks who are just doing their job. The bottom line looks great, stockholders are temporarily happy and the folks who decided to outsource take their golden parachute at the first opportunity and move on to the next company with a track record of "meeting their goals". Yes . . . I truly live in a Dilbert cartoon.