Comment Re:Give Em A Call (Score 2) 666
I call bullshit on the first statement. I work in a sales related capacity (after spending 18 years in IT) and I don't exaggerate to make a sale.
Ask for financial metrics or calculate them yourself: what is the percentage reduction based on historical data of determining root cause of problems with Red Hat support vs. without? Multiply that by the going FTE for your industry / geographical region and you have hard dollar cost savings. Use a 20% discount rate (aggressive) to calculate future discounted cash flows (and determine Net Present Value). Solve for n% discount such that NPV = 0 and you have the Internal Rate of Return (IRR).
Then ask the CFO / Controller what the Hurdle Rate is and see if the IRR > Hurdle Rate. If so the investment is sound assuming the data on % savings for root cause analysis is sound.