Additional Support Costs for new modules?

Hello All,

We are in the process of getting the ebay module for our account and was surprised when they slapped on additional support fees.  Knowing how bad support already is, I'm dumbfounded by the fact that if I want to use the new module, I must pay additional fees for potential support calls I might make.

Here is what I was told: "The thinking is that the more functionality/users/services you are provided the more questions arise.
Support is based on a percent of total license fees."

I just wanted to hear what other users experiences are and what the Netsuite line is on this!