Is there going to be a difference between "general bug fixes support" and "customized support"?
It seems to me that the price tag of $499/month is out of line with customer support for an off the shelf product that is in need of bug fixes/patches.
I could understand the charge for doing customized work but to me that is different than service support.

Disclaimer on package should now say:
Special tools, specific knowledge, and much assembly required. Batteries not included. see more -- but we will sell them to you for another $499/m