I was doing (new to me) billable time support the other day
and I asked the boss
so basically we screw up, they call us and ask us, wtf?, and we bill them for it?
and he was like
yes, that's pretty much it.
For some reason this reminds me of a story, which goes like this: turns out there was an auto parts guy who decided, out of pure intellectual interest, to price out one of the cars being sold on a piece by piece basis. The car wound up being worth half a million dollars. The employee was fired summarily and instantly. Car dealers make nearly all their money in the shop, not selling new cars. Dilbert has a complete grip on this, and what's even more surprising, he's an engineer, not one of the marketing guys....